Product Marketing Alliance is looking for a Remote Customer Service Specialist to join our Customer Success team. You’ll be on the front line of our support channels, helping members resolve issues and maximize their experience. This fully remote role is an excellent opportunity to build experience in customer operations within a high-growth, highly collaborative environment.
What You'll Do
- Be the first line of contact for members via email and our ticketing system, providing timely, friendly, and helpful responses daily.
- Manage all communications via our Intercom platform.
- Differentiate between quick fixes and issues needing deeper investigation, escalating where appropriate.
- Stay organized across multiple tickets, deadlines, and internal priorities.
- Work closely with our Customer Success, Education, Production, and other departments to resolve member issues efficiently.
- Contribute to FAQs, support documentation, and internal feedback loops.
What We're Looking For
- Excellent written communication skills and a calm, customer-first approach.
- Detail-oriented with a pride in getting the small things right.
- Strong judgment on when to escalate versus when to troubleshoot.
- A strong communicator and team player.
- A creative problem-solver.
- Tech-savvy and a quick learner.
Nice to Have
- Experience with Intercom or similar support platforms.
Technical Stack
- Intercom
Team & Environment
You will be part of the Customer Success team and collaborate closely with other departments.
Work Mode
This is a fully remote position open to candidates in North America.
We are committed to creating a workplace that is free from discrimination and bias, and where everyone has equal opportunities to succeed and contribute.
