Customer Support (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. The role works on Pacific Time hours and provides technical assistance to community administrators and creators worldwide.

Key responsibilities

• Manage and prioritize inbound inquiries across multiple support channels, ensuring timely, high‑quality resolutions.
• Provide hands‑on guidance to users on platform features, workflows, payments, live streams, and member management.
• Develop deep expertise in the platform’s ecosystem, tools, and integrations to troubleshoot technical and product‑related issues.
• Collaborate with engineering, design, and operations teams to escalate and resolve complex challenges.
• Identify recurring pain points and deliver actionable feedback to improve product functionality.
• Support onboarding initiatives and promote best practices for building thriving online communities.

Required profile

• Minimum 3 years of experience in technical customer support, preferably in a SaaS environment.
• Excellent written and verbal English communication skills.
• Strong analytical and troubleshooting abilities across desktop and mobile platforms.
• Ability to learn new systems quickly and work autonomously in a fully remote, asynchronous setting.
• Comfortable working Pacific Time hours (10:00 AM – 6:30 PM PT, Tuesday‑Saturday).

Required skills

• Zendesk or similar ticket‑management tools.

What we offer

• Fully remote work with a globally distributed team.
• Collaborative environment that values autonomy, communication, and innovation.
• Opportunity to influence product improvements and work closely with cross‑functional teams.