Responsibilities
- Prioritize customer issues across our email channels.
- Ramp up during an onboarding phase, and eventually provide hands-on support for Circle Plus communities.
- Become an expert on the Circle product, along with our internal staff admin tool.
- Advise creators on practical solutions as they launch and build their communities.
- Troubleshoot a wide range of issues across desktop and mobile browsers, along with our desktop app, Android, iOS mobile apps, and our custom branded app.
- Escalate feedback to inform and improve our product.
- Collaborate with engineers and designers to troubleshoot complex technical issues across live stream, payments, notifications, events, member management, and more.
- Identify trends from customer inquiries to suggest proactive solutions.
- Collaborate with a global team through Notion, Slack, and Zendesk.
Requirements
- Strong alignment with our values. Find our values on our career page if you haven't read up on them yet.
- You are proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5.
- 3+ years of experience in a technical support role, ideally in SaaS.
- Strong written and verbal communication skills.
- You are excited to be a part of a startup with some serious traction, where you will have a strong voice to inform product development and our roadmap.
- You're skilled at understanding and implementing technical workflows at a fast pace.
- You love understanding customer needs, and get satisfaction out of being extremely helpful.
- You are a team player, and thrive in a collaborative work environment.
- You enjoy learning new topics, and are eager to embrace new product developments.
Nice to Have
- Experience working with Zendesk. This is the ticketing system we use.
- You've worked in a 100% remote role before, with an international team.
- Experience working with community, payment, live stream, or content-related products.
- Experience with automation and/or Zapier to create workflows.
- Experience troubleshooting application logins and/or Single Sign-On flows.
- Familiarity with troubleshooting API issues.
Work Arrangement
Remote (Worldwide)
Additional Information
- Fully remote, full-time position
- Must be available to work 10:00 AM to 6:30 PM Pacific Time, Tuesday through Saturday (40 hours per week)
- Proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5
