[Hiring] Customer Support Associate @Coast

Role Description

The Customer Support Associate (Off-Hours Coverage) role exists to make sure Coast customers are never left without support — including evenings and weekends. You'll be the primary point of contact during off-hours, resolving customer inquiries, troubleshooting product issues, and delivering a high-quality experience across email, chat, and phone.

Because ticket volume varies throughout the shift, this role also takes on meaningful project and operational work during quieter windows — from improving our help center content to supporting billing and internal operations. You'll develop a broad understanding of how Coast runs as a business, which makes this role an excellent foundation for advancement into Implementation, Customer Success, or other roles over time.

Working hours:

• This is an off-hours coverage role supporting U.S.-based customers. Schedules vary by position, but both openings cover weekends and weekday evenings EST.
• Rep 1 - 40 hours
  • Saturday: 8:00 AM - 6:00 PM (9:00 PM - 7:00 AM Sunday)
  • Sunday - Tuesday, 6:00 PM - 4:00 AM EST (7:00 AM – 5:00 PM PHT)
• Rep 2 - 40 hours
  • Wednesday – Saturday, 5:00 PM - 3:00 AM EST (6:00 AM – 4:00 PM PHT)
• Rep 3 - 30 hours
  • Sunday, 8:00 AM - 6:00 PM EST (9:00 PM - 7:00 AM Monday PHT)
  • Monday - Wednesday, 4:00 AM - 9:00 AM EST (5:00 PM - 10:00 PM)

Please apply only if you are available and comfortable working these hours. Night shift differential is included in compensation.

Qualifications

• Experience in a support, operations, project coordinator, or admin role, ideally in a SaaS or customer‑centric environment.
• Strong organizational and time‑management skills, able to juggle multiple small projects and operational tasks.
• Comfortable working with data in spreadsheets and support/CRM tools; able to follow and improve structured workflows.
• Clear written and verbal communication, with a service‑oriented and detail‑focused mindset.

Requirements

• Customer support
  • Respond to customer inquiries via email, chat, and phone in a timely, accurate, and empathetic manner during your shift.
  • Troubleshoot product and account issues using knowledge base articles, SOPs, and good judgment; escalate complex cases when needed.
  • Monitor and manage your ticket queue to meet SLAs for first response and resolution.
  • Document all customer interactions, resolutions, and follow-ups in Salesforce and Intercom/Zendesk to maintain a clear history.
  • Collaborate with the US-based Implementation and Customer Success teams on customer handoffs, flagging urgent issues for next-day follow-up when appropriate.
• Systems & data support
  • Own customer data intake, cleanup, validation, and ongoing maintenance to ensure accuracy and readiness for implementation and reporting.
  • Execute customer data imports and migrations (primarily via spreadsheets and templates), troubleshoot issues, and ensure clean handoffs to Implementation and Customer Success.
  • Document work, decisions, and customer configurations in internal systems (Salesforce, Intercom/Zendesk, and project tools) to maintain clear visibility and continuity.
  • Identify patterns and opportunities to improve data templates, processes, and internal documentation to increase speed and consistency across implementations.
• General operational and administrative support
  • During quieter support windows, contribute to a rotating set of operational projects assigned by the team. Examples include:
    • Help center and content: Review and revise help desk articles for accuracy and clarity; create short help videos and walkthroughs to support customer self-service; suggest FAQ updates based on ticket patterns.
    • Billing support: Monitor accounts receivable aging and send structured payment reminder emails; track upcoming subscription renewals and send timely notices; triage the billing inbox during off-hours and respond to routine billing questions; support basic data entry in Stripe and Salesforce.
    • General admin and research: Assist with internal operational tasks across teams — including HR admin support, basic research, and other cross-functional work as assigned.

Benefits

• The Startup Experience: Shaping Our Growth: Joining Coast at this pivotal stage puts you at the heart of our company’s and product’s evolution. The workplace is energetic, creative and fast-moving, giving you the chance to help define processes and standards while collaborating directly with founders and teammates who value bold thinking and active input.
• Team: We are a tight knit and very strong core team of ~40 people. We are a highly customer-focused, honest, skilled, direct, solution-oriented, creative, ambitious and fun crew.
• Product: The market we are going after is massive and way underserved. Our customers love the product and use it for hours every day.

Contract Details

• Engagement type: Independent contractor based in Philippines or South America; taxes and statutory contributions are the responsibility of the contractor. No health benefits included.
• Compensation: Base pay of $15,000 - $20,000 USD annually for full time consulting.
• Payment currency and method: USD via bank transfer, paid monthly.
• Working hours: As listed above. Night shift differential included in compensation.
• Work location: 100% remote.

Application

As part of your application, please record and share a 1-2 minute video introducing yourself (name and current role), explaining why you're interested in the role, and describing in your own words what Coast is and what problem it solves.