Customer Support Specialist
- Worldwide
THE ROLE
We are seeking an exceptionally organized and empathetic Customer Support Specialist to help UpCodes users utilize the platform to its fullest potential. As our first full-time support team member, you will have a unique insight into user challenges and will be able to contribute meaningfully to internal discussions around product enhancements. We work closely with our community, and this role will be a pivotal bridge between our team and the end user.
The ideal candidate believes in delivering an above-and-beyond, fundamental human support experience. You enjoy learning about new technical domains and are a problem solver who can dig deep but also knows when to ask for help to uncover solutions. You’re a great communicator and are eager to help our users navigate the platform so they can build affordably, quickly, and enjoyably.
RESPONSIBILITIES
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Help our users get the most out of UpCodes by running point on the support phone line, live chat, and email inbox.
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Work closely with our Product, Content, and SME teams to answer user questions, solve any challenges, and share feedback.
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Troubleshoot and report potential bugs to the Engineering team.
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Serve as a customer advocate and regularly share customer feedback internally to inform product roadmap and strategy.
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Continually improve internal support documentation and processes, and also take the lead on expanding our external knowledge base.
THE IDEAL CANDIDATE
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Minimum 2-4 years of experience in a customer-facing role.
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Experience with customer service software (ex. Hubspot, Zendesk, Freshdesk, etc.)
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Extremely organized and detail-oriented person.
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Fantastic communicator and conversationalist.
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A strong desire and willingness to learn and build as our product and processes evolve.
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A good sense of humor and a down-to-earth personality.
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A hustling mentality, no ask should be too small or too big — we are looking for someone who understands that small tasks have a huge impact.
Full-Time role
100% remote
$60-$70K + equity
