Customer Success / Support

Who We AreClearstream is a communication software for churches. Our web-based texting and email app is used by 10,000+ churches, including many of the largest in the U.S.While our customer base is large, our team is small — 17 people currently. This means you will play a vital role. Our culture is genuinely friendly and fun, but also highly detail-oriented and hard-working. But we don't subscribe to the 'work until you drop' mentality. We strongly believe in work/life balance, and we only work 4-day workweeks all year.You can learn more about our team and values here: https://clearstream.io/about-clearstreamThe RoleWe consider customer support to be part of our product and a central part of what makes us who we are. It's not an afterthought, and it's the antithesis of most customer support teams (no offense). Extremely knowledgeable, very short wait times (2 minutes), no chatbots, no AI, no up-selling, no red tape. We don't just "solve tickets", and we are not a call center. We're real people who love helping churches. Our customers know and trust our team, and we have a great reputation in the church space. Additional details:This is a full-time position (4 days/week)Start date - July 2026Where you'll work - Our office in downtown Pensacola, Florida 3 days/week, and work from home 1 day/weekHow much you'll work - 4 days/week (8am-5pm with a 45-60 minute lunch break). Our support team also works one weekend a month (or less). A typical work weekend equates to roughly 5 hours of total work. When you work a weekend, you only work a 3.5-day workweek the following weekWhat Success Looks Like In This RoleHandling fast-paced live chats: A major part of this role is handling conversations through the live chat on our website and in our application. You will talk with customers to help them get set up, troubleshoot issues, and answer questions they have. You will also chat with non-customers (leads) who are looking to start using Clearstream. Live chat is fast-paced, and you will have multiple conversations at a time. Our team prioritizes speed, but not at the sacrifice of quality. Responses should be fast, but also very clear and helpfulTaking Zoom and phone calls: You will have multiple calls each week to walk customers through their accounts, troubleshoot issues, and answer questionsCommunicating technical concepts in an approachable way: You should be able to learn something complex and technical, then communicate it back in a way that's simple and easy to understand. You should know what's important to include in your responses, but also what should be left outEmailing customers: The majority of our support is not through email, but you will use email on a small scaleStaying humble and receptive to feedback: We care deeply about how we talk with our customers. You can expect a lot of feedback, especially in your first 6-12 months. Even after that, you will receive regular feedback from your manager. We don't expect you to know everything, but we do expect you to be teachable and never stop learning. Our support team has an excellent reputation with the churches we serveRecording videos: If you're comfortable on camera, you might help with customer education videosRequirementsHighly detail-oriented. This is a defining characteristic of our teamAt least 2 years of customer service experienceExcellent communication skills, both written and verbal, with the ability to simplify technical conceptsHighly personable and empatheticHumble and teachableTyping speed of > 60 wpmFamiliarity with church culture and communication needsBenefitsStarting salary - $60,000/yr99% company-paid, high-quality, premium healthcare coverage through Blue Cross Blue Shield. 75% company-paid coverage for all dependents100% company-paid vision, dental, and life insurance5% matching 401(k)Gym and phone stipend5 days PTO (1.25 weeks) in year one. Moves to 10 days (2.5 weeks) in year two5 days paid sick time (1.25 weeks)Paid parental leave (10 weeks maternity, 4 weeks paternity)Annual Christmas bonusAnnual compensation reviewMinimal working hours the week of Christmas/New YearsThe Application ProcessYou must include a 1-2 minute video with your application, explaining why you would be a good fit. Applications that do not include a video will not be consideredSubmit an applicationIf your application is considered, you'll have an initial peer interview with our customer support teamIf you move forward, you'll have a second interview with our Customer Support ManagerIf you move forward, you'll do a short writing assignment and general skills assessment. If you take the time to do these assessments, but are not ultimately selected, we will compensate you for your time in the form of an emailed gift cardIf you move forward after the assessments, you'll interview with our Director of OperationsIf you're selected, we'll send you an offer! 🎉