[Hiring] Customer Support Representative @Baymard Institute

We’re seeking a full-time, remote Customer Support Representative for our company.

Baymard Institute conducts large-scale UX research studies, sharing our findings through a bespoke B2B SaaS platform that serves 2,000+ retailer stores, brands, and agencies across 80+ countries — including 71% of Fortune 500 e-commerce companies. We’re fully distributed, with ~60 team members spanning America and Europe, all committed to advancing e-commerce UX.

Your role will be to deliver excellent customer support and ensure smooth interactions between Baymard and its global customers. This includes:

Customer Support & Communication

• Responding to customer questions related to their Baymard account, access, onboarding, or general support needs.

• Helping customers troubleshoot issues related to login, access rights, service activation, and organizational approval processes.

• Maintaining our high standard for clear, empathetic, and solution-oriented, written communication.

Internal Coordination

• Collaborating with the operations, sales, and finance teams to resolve customer-related issues.

• Assisting in organizing internal support workflows and helping improve processes as Baymard grows.

• Ensuring customer inquiries are handled efficiently and escalated appropriately when needed.

Your role may gradually expand to cover additional administrative or operational responsibilities depending on your interests and Baymard’s needs.

For this role, you should be deeply motivated by helping customers succeed and providing top-tier service — especially in writing. Your exact education/work experience is less important, but a background and experience with customer support is mandatory.

We will train you in all the processes you don’t already know. As such, a desire to learn, be pragmatic, and be solution-oriented with each customer is essential. Typically, our customers will have questions ranging from our product pricing, plan options, research methodology, technical issues, account changes, and more. You can expect to investigate issues in collaboration with colleagues in different departments and provide timely context and responses.

Familiarity with Hubspot (or a CRM platform) is a plus, but not a strict requirement. Currently, we use Hubspot to centralize our support inquiries among our teams. 

Your typical day-to-day tasks (80% of the time) will be:

• Manage Support Queue

• Case assessment and routing.

• Prioritize cases based on urgency and impact.

• Direct customer communication.

• Technical Assistance & Troubleshooting

• Conduct initial technical analysis and collaborative troubleshooting with clients.

• Configuration/navigation assistance.

• Knowledge Management

• Maintain a deep, technical understanding of all current and upcoming product features.

• Maintain and contribute to the customer-facing Knowledge Base/Help Center.

We’re looking for the following qualifications for this role:

• Service-minded: You enjoy helping customers navigate processes within their organization.

• A problem solver: Each customer may have unique internal systems, so you must be pragmatic and solution-oriented.

• Strong in written English: Nearly all communication (internal and external) is written and in English.

• Self-driven and organized: You can plan your own work and stay on top of open cases.

• Flexible: Our processes are evolving as we grow — you’ll help shape them.

• Comfortable with technology: You’ll work across multiple SaaS tools, and occasionally with spreadsheets (CSVs, Google Sheets).

• Patient: Some customer workflows (especially in large organizations) take weeks or months to resolve. Their support issues need monitoring and follow-up.

This role is based within the Commercial Operations team. However, as you are the front line responsible for assessing and accurately routing diverse incoming support cases, you will collaborate closely with Research, Engineering, Product, and Finance as well to ensure proper hand-offs and resolutions.

• Location: 100% remote, full-time position, from EU, UK, or IE. (Be mindful that the role requires daily overlap with team members and customers in US and European time zones.)

• Language: We expect you to be fully proficient in written English. Written English is critical to this role, and you will have to submit your application and cover letter in English.

• Salary: Based on qualifications.

• Start date: As soon as possible.

• Travel: Is limited; expect only 1-2 weeks of travel each year (often only in connection with the company-wide meetup).

• Company: Learn more about Baymard’s work culture and values here. Also, consider signing up for a free Baymard account to explore our product.

If you’re interested in this position, please apply by sending all of the following documents:

1. A cover letter written in English (PDF format; 1-2 pages) describing how you fit the role and qualifications. (Required.)
2. A CV/resume (PDF format) or a link to your LinkedIn profile. (Required.)

Send the above to [email protected].
(All applications and materials are treated confidentially.)

Deadline is January 4th, 2026 (end of day).

Sincerely,

Kristine Ingemod Andersen, Commercial Operations Lead at Baymard Institute

Referral Bonus: If this job isn’t you, but you know someone who’ll be the perfect fit, please send them the link to this page. If we end up hiring the person you referred, we’ll give you a 1-year access to a Baymard Core plan (normally $2,388/year).