Customer Support Representative

Role overview

Provide friendly, reliable software support to customers using a web-based platform. You’ll answer product questions, investigate technical problems, and manage cases through resolution, keeping customers informed while collaborating with product and engineering colleagues on more complex issues. This is a full-time remote role, with Eastern Time coverage preferred.

Responsibilities

- Respond to customer questions by phone and email with timely, clear, and professional communication. - Troubleshoot application functionality, reports, integrations, and point-of-sale workflows; explain product features and practical next steps. - Own support cases from intake to resolution, prioritize by urgency and business impact, and follow up consistently. - Gather details needed to reproduce reported problems, document findings, and escalate through support processes and issue-tracking tools. - Work with product and engineering teams to investigate issues, test possible fixes, and communicate customer impact. - Maintain accurate case notes, review support documentation, and report recurring problems that could improve the product or service.

Requirements

- At least three years of customer-facing technical support experience involving SaaS or other software applications. - Strong customer service skills, including patience, empathy, accountability, and professional follow-through. - Ability to investigate issues, gather relevant information, and explain technical concepts to nontechnical customers. - Strong written and verbal communication, organization, and case documentation skills; able to manage multiple inquiries. - Comfortable collaborating across technical and nontechnical teams and learning new systems and product workflows. - Bachelor’s degree in information systems, business, or a related area, or equivalent professional experience.

Nice to have

- Familiarity with web-based SaaS platforms, Jira, Zendesk, or similar case management tools. - Experience documenting reproducible software issues or exposure to payment workflows, such as refunds, chargebacks, or reconciliation.

Benefits and work setup

The role is remote and full-time. The listed base salary is $50,000 per year. Benefits include medical, dental, and vision coverage; disability and life insurance; a 401(k) match; flexible paid time off, sick days, and holidays; paid parental leave; and wellness and family support programs.