Customer Support Specialist – Pacific Time (Remote)

About the role

We are seeking a Customer Support Specialist to join a fast‑growing remote team that serves a leading online community platform. You will act as a trusted advisor, helping users solve technical challenges, optimize workflows, and grow their communities while working Pacific Time hours.

Key responsibilities

• Manage and prioritize customer inquiries across multiple support channels, ensuring timely, high‑quality resolutions.
• Provide hands‑on assistance to community administrators and creators, guiding them through platform features and workflows.
• Develop deep expertise in the platform’s ecosystem, tools, and integrations to troubleshoot technical and product‑related issues.
• Investigate and resolve problems on desktop and mobile environments, including notifications, payments, live streams, and member management.
• Collaborate with engineering, design, and operations teams to escalate and resolve complex technical challenges.
• Identify recurring pain points and deliver actionable feedback to improve product functionality and user experience.
• Support onboarding initiatives and promote best practices for building thriving online communities.
• Work with a globally distributed remote team using modern collaboration and support tools in an asynchronous environment.

Required profile

• 3+ years of technical customer support experience, preferably in a SaaS environment.
• Exceptional written and verbal English communication skills.
• Strong troubleshooting and analytical abilities across multiple platforms and devices.
• Ability to quickly learn new systems, workflows, and product updates.
• Customer‑focused mindset with a passion for delivering outstanding support.
• Proven ability to work effectively in fully remote, globally distributed teams.
• Willingness to work Pacific Time hours (10:00 AM – 6:30 PM PT, Tuesday‑Saturday).

Required skills

• Zendesk