Customer Support (Pacific Time) – Remote

About the role

We are looking for a remote Customer Support professional to join a fast‑growing SaaS team. You will act as a trusted advisor, helping users solve technical challenges, optimize workflows, and grow their online communities while working Pacific Time hours.

Key responsibilities

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

Required profile

• 3+ years of technical customer support experience, preferably in a SaaS environment.
• Excellent written and verbal English communication skills.
• Strong troubleshooting and analytical abilities across multiple platforms and devices.
• Quick learner who can adapt to new systems, workflows, and product updates.
• Customer‑focused mindset with a passion for delivering outstanding support.
• Effective collaboration and organizational skills in a fully remote, globally distributed team.
• Willingness to work Pacific Time hours (10:00 AM – 6:30 PM PT, Tuesday‑Saturday).
• Experience with support tools such as Zendesk.

Required skills

• Zendesk