Customer Support (Pacific Time)

About the role

We are looking for a remote Customer Support specialist to join a fast‑growing SaaS team. Working on Pacific Time hours, you will act as a trusted advisor for community administrators and creators, helping them solve technical challenges and optimize their use of our online platform.

Key responsibilities

• Manage and prioritize customer inquiries across multiple support channels, ensuring timely, high‑quality resolutions.
• Provide hands‑on assistance to community admins and creators, guiding them through platform features and workflows.
• Develop deep expertise in the platform’s ecosystem, tools, and integrations to troubleshoot technical and product‑related issues.
• Investigate and resolve problems on desktop and mobile, including notifications, payments, live streams, and member management.
• Collaborate with engineering, design, and operations teams to escalate and resolve complex technical challenges.
• Identify recurring pain points and deliver actionable feedback to improve product functionality and user experience.
• Support onboarding initiatives and promote best practices for building thriving online communities.
• Work with a globally distributed remote team using modern collaboration and support tools in an asynchronous environment.

Required profile

• 3+ years of technical customer support experience, preferably in a SaaS environment.
• Excellent written and verbal English communication skills.
• Strong troubleshooting and analytical abilities across multiple platforms and devices.
• Quick learner who can adapt to new systems, workflows, and product updates.
• Customer‑focused mindset with a passion for delivering outstanding support.
• Proven ability to collaborate effectively in fully remote, globally distributed teams.
• Willingness to work Pacific Time hours (10:00 AM‑6:30 PM PT, Tuesday‑Saturday).
• Experience with support tools such as Zendesk.

Required skills

• Zendesk