[Hiring] Customer Support Representative @Laurel

Role Description

As a Customer Support Associate, you’ll help Laurel customers troubleshoot issues and use the product effectively during your agreed schedule of either 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time (ET). We’re adding this role to expand late U.S. afternoon and early APAC morning coverage as our customer base grows.

• Manage customer conversations through email and messaging, with occasional Zoom calls or screenshares.
• Resolve common problems, document and escalate issues that need additional investigation, and keep customers informed through resolution.
• Contribute to documentation and support improvements with guidance from your teammates.

Core Duties

• Become an expert on the Laurel product.
• Respond to and resolve inbound customer support inquiries promptly, with clear and accurate communication, during your agreed schedule.
• Resolve common capture, release, and configuration issues using training and documented procedures, and gather evidence to escalate complex or unfamiliar issues.
• Thoroughly document technical problems that users are encountering, and escalate them internally as needed.
• Educate customers about our product.
• Stay up-to-date on product changes through team updates, training, and documentation.
• Thoroughly understand customers’ needs and preferences, and articulate these internally on an as-needed basis.
• Contribute to Help Center articles, internal documentation, and scoped support improvements with guidance from teammates.
• Flag incorrect or incomplete AI answers and suggest source improvements for review.
• Identify patterns across customer conversations and proactively surface improvements to documentation, processes, or the product.
• Provide clear escalation details to Customer Success, Product, and Engineering, coordinating next steps, and keeping customers informed through resolution.

Qualifications

• 3+ years of experience providing customer support in a SaaS or software environment.
• Superior written communication skills – you are an excellent “explainer.”
• Strong problem-solving skills, investigate software behavior systematically, and recognize when an issue needs escalation.
• Proven track record of driving high customer satisfaction and following through on issues until they’re fully resolved.
• Ability to manage customer conversations efficiently and prioritize cases based on urgency and customer impact.
• Proven track record of building strong working relationships with colleagues in a remote, distributed environment.
• Ability to learn new software, adapt to product changes, and apply feedback.
• Can manage assigned cases independently after onboarding and ask for help when needed.

Flexibility and Logistics

• Location: This is a remote role open to candidates anywhere in the United States.
• Working hours: Your regular schedule will be either 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time (ET), based on team coverage needs and your availability.
• Occasional weekend work may be required, along with some holiday coverage on a rotating basis.
• Compensation: Competitive salary, generous equity, supplemental benefits. Final compensation amounts will be determined based on experience, qualifications, and expertise.
• Flexible time off: Laurel has a flexible Paid Time Off policy and encourages team members to take time off regularly to rest and recharge.
• Visa Sponsorship: Unfortunately, we are unable to sponsor visas at this time.

Why join Laurel

• Significant funding from renowned venture capitalists (Google Ventures, IVP, Anthos, Upfront Ventures) and notable individuals.
• A smart, fun, collaborative, and inclusive team.
• Great employee benefits, including equity and 401K.
• Bi-annual, in-person company off-sites, in unique locations.
• An opportunity to perform at your best while growing and making a meaningful impact on the company's trajectory.
• We encourage diverse perspectives and rigorous thinkers who aren't afraid to challenge the status quo.