Customer Support

We’re hiring a remote Customer Support agent to support operations and chat-based customer support for our mobile app. You'll respond to tickets, troubleshoot technical issues, onboard new users, handle escalations, and perform detailed investigations when needed.

Responsibilities:
- Respond to customer inquiries via Intercom (technical issues, billing, onboarding, FAQs)
- Troubleshoot technical problems and guide users through solutions
- Onboard new users and ensure smooth setup experience
- Handle escalations professionally and resolve complex issues
- Perform investigations to identify root causes of recurring problems
- Maintain detailed documentation of issues and resolutions

Qualifications:
- 2+ years of experience in technical customer support
- Experience with support platforms (Intercom, or similar)
- Strong written communication skills with attention to detail
- Experience supporting iOS and Android mobile apps is a strong plus
- Technical knowledge (APIs, debugging, developer tools) is a plus but not required
- Self-motivated and able to work independently in a remote environment
- Problem-solving mindset with patience for frustrated customers
- **Required:** Computer running **macOS** (Mac or MacBook)

Performance Targets:
- First response time under 2 hours during working hours
- 90%+ customer satisfaction score

Compensation:
- $4/hour to start
- Remote, flexible part-time hours (20 hours/week) to start with the goal of moving to full-time hours

Payment:
- Payment will be made through PayPal

How to Apply: *Follow these instructions exactly. Do not send a resume or cover letter.*
- Write only **CS2024** in the subject line
- Send a numbered list with only the following:
1. In 2-3 sentences, describe your technical support experience, including platforms and industries
2. Confirm that you have a Mac or MacBook with macOS and specify the macOS version

*(If you do not have a macOS device, please do not apply)*

3. Which support platforms have you used? (Intercom, Zendesk, etc.)
4. Share your best performance metrics from previous roles (CSAT score, response times, resolution rates, etc.)
5. What technical skills or knowledge do you have? (coding, APIs, databases, troubleshooting tools, etc.)
6. Share a brief example of a complex or escalated issue you successfully resolved (include outcome)
7. What is your timezone and availability during normal working hours?
8. Confirm your hourly rate expectations
9. Confirm you have or are willing to create a Paypal account for payment
10. Provide a good email to schedule a brief interview

Generic applications will be ignored.