As a Staff Customer Support Advocate, you’ll play a key role in delivering high-impact support to users while shaping the future of the customer experience. You'll handle technically challenging cases, provide timely solutions across live chat, email, and video calls, and act as a go-to expert for both customers and internal teams.
What You’ll Do
- Resolve advanced customer inquiries with precision, using deep technical understanding to diagnose and fix issues.
- Collaborate with product teams to share user insights that influence development and feature improvements.
- Develop clear, engaging training materials—including videos, guides, and assessments—for customers and colleagues.
- Lead strategic initiatives that improve support systems, workflows, and long-term customer satisfaction.
- Support coverage during North American business hours, including one day on the weekend based on rotating schedules.
What We’re Looking For
- Proven experience in customer support using digital channels like email, chat, and video conferencing.
- Strong technical aptitude to investigate and troubleshoot complex platform behaviors.
- Ability to manage high-stakes customer situations with empathy and efficiency.
- Flexibility to work within North American time zones, including partial weekend availability.
Our Environment
We operate as a fully remote, globally distributed team with a culture built on transparency, inclusion, and bold thinking. Regular town halls, open feedback loops, and a commitment to diverse perspectives ensure everyone can contribute meaningfully. Customer needs come first, and we move quickly to address them.
