Laurel is looking for a Customer Support Associate (EST) to play a critical role in supporting our East Coast-based users. You will deliver a superior experience by helping users work through technical issues, learn how to use our product, and escalate their feedback to our internal team.

What You'll Do

Become an expert on the Laurel product.
Respond to and resolve inbound customer support inquiries in a timely, professional, and authoritative manner during U.S. East Coast business hours (7am-4pm EST).
Perform first-line technical troubleshooting and problem-solving to resolve basic customer issues.
Thoroughly document technical problems that users are encountering, and escalate them internally as-needed.
Educate customers about our product.
Independently stay up-to-date on product changes.
Thoroughly understand customers’ needs and preferences, and articulate these internally on an as-needed basis.
Contribute to strategic projects in Customer Support on an as-needed basis, including Help Center articles, internal documentation, and customer education initiatives.

What We're Looking For

Able to cover early-morning U.S. business hours (7am-4pm EST).
3-5 years of experience providing customer support in a software environment.
Superior written communication skills – you are an excellent 'explainer.'
Superior problem-solving skills.
Proven track record of driving high customer satisfaction.
Proven track record of working efficiently and setting appropriate priorities independently.
Proven track record of building strong working relationships with colleagues in a remote environment.
Comfortable in a low-context, fast-moving environment.
A self-starter who requires minimal supervision.
Excited to remain an individual contributor for the foreseeable future.

Benefits & Compensation

Equity
401K
Bi-annual, in-person company off-sites in unique locations
An opportunity to perform at your best while growing, making a meaningful impact on the company's trajectory
Compensation: $54,000 - $83,000 USD annually (approximately $25.96 - $39.90 per hour)

Work Mode

This is a fully remote position open to candidates located within the U.S.

Laurel is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.