[Hiring] Customer Support Specialist @Circle.so

Role Description

We're looking to expand our customer support team! This team is the first line of support for our customers at Circle. We respond to open support inquiries, solve complex problems, and work directly with our customers and internal teams to help find the best solutions to the trickiest challenges. This is a fully remote, full-time position.

Candidates must be available to work 8:00 AM to 4:30 PM AEST (or equivalent local hours in an AEST/NZST-aligned timezone), Sunday through Thursday (40 hours per week). This is a requirement of the role.

We welcome candidates with a range of experience levels – your title will be Customer Support Specialist or Senior Customer Support Specialist, depending upon experience and interview performance.

What you'll be doing

• Prioritize customer issues across our email channels.
• Ramp up during an onboarding phase, and eventually provide hands-on support for Circle Plus communities.
• Become an expert on the Circle product, along with our internal staff admin tool.
• Advise creators on practical solutions as they launch and build their communities.
• Troubleshoot a wide range of issues across desktop and mobile browsers, along with our desktop app, Android, iOS mobile apps, and our custom branded app.
• Escalate feedback to inform and improve our product.
• Collaborate with engineers and designers to troubleshoot complex technical issues across live stream, payments, notifications, events, member management, and more.
• Identify trends from customer inquiries to suggest proactive solutions.
• Collaborate with a global team through Notion, Slack, and Zendesk.

Qualifications

• Strong alignment with our values.
• Proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5.
• 3+ years of experience in a technical support role, ideally in SaaS.
• Strong written and verbal communication skills.
• Excited to be a part of a startup with some serious traction.
• Skilled at understanding and implementing technical workflows at a fast pace.
• Love understanding customer needs and get satisfaction out of being extremely helpful.
• Team player, thriving in a collaborative work environment.
• Eager to learn new topics and embrace new product developments.

Bonus points

• Experience working with Zendesk.
• Worked in a 100% remote role before, with an international team.
• Experience working with community, payment, live stream, or content-related products.
• Experience with automation and/or Zapier to create workflows.
• Experience troubleshooting application logins and/or Single Sign-On flows.
• Familiarity with troubleshooting API issues.

Benefits

• Fully remote: work from anywhere in the world!
• Autonomy and trust to do your job: we care about outcomes over everything else.
• Paid time away: all employees are given 35 days of PTO annually. We also offer a paid sabbatical after 5 years.
• Generous U.S. benchmarked compensation and startup equity no matter where you are in the world.
• Awesome medical coverage with 100% coverage for you and your family, or medical reimbursement options where applicable.
• Parental leave for parents expanding their family, or just starting one.
• Home office stipend to help you get up and running.
• Learning & development stipend to help you level up your professional skills.
• Annual bonus potential for roles that don't already receive variable income or commission.
• Company retreats: Twice a year, the Circle team gets together for a fully paid company retreat in incredible places around the world!