Customer Support Specialist

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-Time

Experience: Approximately 2 years in customer support

Schedule: Consistent US business hours, with daily overlap across time zones

Core Areas: Email and Chat Support, Customer Troubleshooting, Payment Issue Resolution, Document Support, US Tax and Currency Inquiries, Payment Methods, Help Content Development, Cross-Time-Zone Handoffs

Compensation: $45,000–$62,000 annually

About the Role

This Customer Support Specialist (US Hours) position focuses on providing reliable, responsive customer assistance throughout US business hours. The role handles customer inquiries through email and chat, investigates payment and document-related problems, and supports customers with questions involving US taxes, currencies, and payment methods. The position is responsible for helping customers resolve issues from initial inquiry through resolution while maintaining consistent coverage during the assigned schedule.

Responsibilities also include creating helpful support content for US customers and coordinating case handoffs with colleagues working in other time zones. The role requires strong written English, practical troubleshooting skills, and previous customer support experience, preferably supporting a software product. Daily coordination includes several hours of overlap with colleagues, with additional communication and decisions documented asynchronously.

What You'll Do

• Provide customer support through email and chat during US business hours, responding to inquiries and helping customers resolve problems.
• Investigate and troubleshoot payment issues from initial identification through resolution.
• Resolve customer problems involving documents, ensuring issues are addressed end to end.
• Assist customers with questions related to US tax matters, currency, and available payment methods.
• Create and maintain helpful support content tailored to questions and needs of US customers.
• Coordinate customer support handoffs with colleagues in other time zones to maintain continuity of assistance.
• Maintain dependable support coverage according to a consistent US business-hours schedule.
• Participate in daily overlapping work hours and document relevant information to support asynchronous coordination.

Qualifications

Required Experience

• Approximately two years of professional experience in customer support.

Required Skills

• Excellent written English skills for communicating clearly and professionally with customers.
• Strong troubleshooting abilities, including investigating customer issues and working toward effective resolution.
• Ability to provide customer assistance through written email and chat communication.
• Reliability and availability to maintain a consistent support schedule during US business hours.
• Ability to coordinate customer issue handoffs and communicate effectively with colleagues across time zones.

Preferred Qualifications

• Previous customer support experience with a software product.

Work Model

This is a fully remote position with no stated restrictions to individual US states. The role follows a consistent US business-hours schedule and includes several hours of daily overlap with colleagues in different time zones. Work outside overlapping hours is coordinated primarily through written documentation and asynchronous communication.

Work Authorization

Applicants must already have legal authorization to work in the United States. Employer-sponsored work authorization is not available for this position.

Benefits

• Share options providing an opportunity for employee ownership.
• Flexible working hours within the role's US business-hours coverage requirements.
• Budget for a preferred laptop and desk setup.
• Annual professional learning and development budget.
• Generous paid time off, with encouragement to use available leave.
• Paid parental leave for all parents.