Customer Support Specialist

Customer Support Specialist📍 Location: Remote (PST Hours)🕒 Type: Full-time | Monday–Friday (9 am – 5 pm PST)💰 Compensation: 1300 USD to 1600 USD🧭 About the RoleWe’re looking for a high-performing Customer Support Specialist to deliver an exceptional support experience to our users, ensuring they get the most out of the product.This is a hands-on, customer-facing role where you’ll manage inbound support requests, troubleshoot issues across hardware, software, and subscriptions, and act as the voice of the Company to users.You’ll play a critical role in shaping the customer experience — not only resolving issues quickly and effectively, but also identifying patterns, improving support processes, and collaborating closely with Product to enhance the overall offering.🧩 Reporting StructureReports to: Operations / Customer Experience LeadCollaborates with: Product & Engineering teams🎯 Key Responsibilities1. Customer Support & CommunicationRespond to customer inquiries via email and chat in a timely, thoughtful, and human wayDeliver clear, helpful, and empathetic communication across all interactionsOwn the support inbox and manage incoming requests efficientlyEnsure every customer interaction leaves users better off than before2. Troubleshooting & Issue ResolutionTroubleshoot issues related to orders, subscriptions, app functionality, and hardwareDiagnose problems and guide customers step-by-step toward resolutionEscalate complex or recurring issues to the appropriate internal teamsOccasionally join live calls to provide hands-on support when needed3. Product Feedback & Continuous ImprovementIdentify recurring customer issues and communicate insights to Product and EngineeringProvide structured feedback to improve product usability and performanceHelp refine support workflows and internal processes4. Knowledge Base & DocumentationCreate and maintain help center articles, FAQs, and support documentationEnsure resources are clear, accurate, and easy for customers to useContinuously improve self-service support materials5. CRM & Support Tools ManagementMaintain organized and accurate records of customer interactionsUse tools like Intercom, Zendesk, or similar platforms effectivelyTrack issues, resolutions, and trends to support reporting and improvements📊 What Success Looks LikeFast, high-quality responses to customer inquiriesConsistently positive customer experiences and satisfactionEfficient resolution of technical and account-related issuesClear identification and communication of product issues and trendsWell-maintained help center and documentationStrong ownership of the support function and processes🧬 QualificationsRequired1–3 years of experience in Customer Support or similar rolesStrong written communication skills (clear, concise, and empathetic)Proven ability to troubleshoot and solve problems effectivelyAbility to work independently and manage a high-volume queueHighly organized with strong attention to detailAvailability to work PST hours (9 am – 5 pm)PreferredExperience in startups or consumer tech environmentsFamiliarity with support tools (Intercom, Zendesk, or similar)Experience supporting hardware or consumer electronics productsTechnical curiosity and willingness to understand how products work🔎 Ideal ProfileCustomer-first mindset with a genuine desire to help peopleCalm and solution-oriented under pressureStrong sense of ownership and accountabilityClear communicator with a warm, human toneCurious and proactive in identifying improvementsComfortable working in a fast-paced, early-stage environment🚀 Why Join the CompanyHigh-impact role with direct influence on customer experienceOpportunity to shape support processes from the ground upWork closely with Product and Engineering teamsFast-growing, early-stage environment with strong ownershipProduct that users genuinely loveFully remote work setupThe companyThe Company is building an AI-powered product designed for people who think faster than they type, helping users capture and interact with information seamlessly. As an early-stage, high-growth company, we focus on simplicity, innovation, and creating meaningful user experiences.