Customer Support Agent for Creator/Affiliate Platform

We're looking for a highly reliable, proactive Customer Support Agent to help support creators, affiliates, and customers using our platform.

We're a creator-focused affiliate platform that helps users create links, manage campaigns, use product catalogs, generate content, and drive traffic to retailers. We need someone who can do more than answer basic support tickets. We want someone who takes initiative, learns the full business context, understands how the platform works, and helps customers solve problems quickly and clearly.

This role is ideal for someone who is technical enough to debug issues, organized enough to improve support systems, and dependable enough to be trusted with customer communication.

Responsibilities
- Respond to customer support messages professionally and clearly
- Troubleshoot customer issues and investigate what went wrong before escalating
- Learn our tools, workflows, customer types, and business model
- Create and improve support macros, canned responses, FAQs, and internal help docs
- Identify repeated customer problems and suggest better processes or product fixes
- Help customers understand how to use features such as link creation, product catalogs, creator tools, and automations
- Communicate with the team when bugs, confusing UX, or customer pain points come up
- Stay reliable, responsive, and organized across your assigned working hours
- Take ownership of support outcomes instead of waiting for step-by-step instructions

Skills We’re Looking For
- Strong written English
- Excellent customer support judgment
- Fast typing speed and clear communication
- Ability to troubleshoot software issues independently
- Comfortable learning new tools quickly
- Experience with help desks, live chat, email support, or ticketing systems (We use Crisp)
- Ability to create macros, templates, SOPs, and customer support documentation
- High attention to detail
- Reliable internet connection and consistent availability

Strong initiative: we want someone who looks for ways to improve the support system without being asked

Bonus: experience with affiliate marketing, creator platforms, Amazon Associates, influencer marketing, SaaS tools, Chrome extensions, or ecommerce

Critical Traits
We are specifically looking for someone who is:
- Proactive: You do not wait around for instructions if you can figure something out.
- Technical enough to debug: You can ask smart questions, test things yourself, check screenshots, reproduce issues, and narrow down problems.
- Process-minded: You like building macros, templates, FAQs, and better systems.
- Reliable: You show up when you say you will and communicate clearly if anything changes.
- Curious: You take initiative to understand the business, customers, and product deeply.
- Calm under pressure: You can handle confused or frustrated customers professionally.

Requirements
Please include the following in your application:
- Your customer support experience
- Tools you have used before, such as Zendesk, Crisp, Intercom, Gorgias, HelpScout, Gmail, Notion, Slack, Google Sheets, or similar
- Your typing speed in WPM
- A short voice introduction explaining who you are, your support experience, and why you would be a good fit
- Your availability and preferred working hours
- A short example of a time you solved a customer problem without being given exact instructions

Important: Put the word “Pomegranate” in your application title so we know you read the full job post. If you do not include this, your application will be ignored.

Work Schedule
This is a remote role. We are looking for someone dependable and responsive, with strong availability. Please include your timezone, hours available, and whether you are open to weekend or after-hours coverage.

How to Apply
Send your application with the title containing “Pomegranate” and include all required items listed above. Applications that do not follow instructions will not be reviewed.