[Hiring] Customer Support Specialist @Circle

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 5:00 PM IST, Tuesday through Saturday (40 hours per week). This is a requirement of the role.

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, where you will have a strong voice to inform product development and our roadmap.
• 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.
• Enjoy learning new topics, and eager to embrace new product developments.

Requirements

• Experience working with Zendesk (this is the ticketing system we use).
• 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

• U.S.-benchmarked compensation globally.
• Equity in the company with ongoing refresh grants.
• 35 days of paid time off each year.
• Incredible flexibility and autonomy.
• Benefits package that supports health, wellbeing, and professional growth.