[Hiring] Customer Support Specialist, Tier 1 @Gradient

Role Description

As a Part-Time Customer Support Specialist, Tier 1, you'll be one of the first human points of contact for Gradient customers who need help with their product or experience. You'll work within Gradient's Customer Experience team to:

• Respond to customer questions.
• Gather the right information.
• Follow established support procedures.
• Ensure issues reach the appropriate next step.
• Oversee an increasingly automated support experience.
• Review automated interactions and identify issues.
• Help improve processes and tools.

This is a great opportunity for someone early in their career who enjoys helping people, communicates clearly, and is comfortable learning new systems. You don't need a technical or HVAC background. We'll provide the procedures and product knowledge you need to succeed.

Compensation: The anticipated hourly rate for this role is $25.00-$27.00 per hour. Actual compensation may vary based on experience, qualifications, and location.

Location: Remote, U.S.-based. Approximately 20 hours per week. The anticipated schedule is approximately Wednesday through Sunday, with regular weekend coverage and working hours aligned primarily with Eastern Time customer needs. Exact hours may be adjusted based on business needs and candidate availability.

Qualifications

• Some experience working directly with customers in various environments.
• Clear and professional written and verbal communication.
• Comfort speaking with customers by phone.
• Patience and empathy when working with frustrated customers.
• Strong attention to detail and ability to follow established processes consistently.
• Good judgment about when something doesn't look right and needs to be escalated.
• Comfortable learning and working in multiple software systems.
• Reliable, organized, and able to work independently in a remote environment.
• Availability for approximately 20 hours per week, including regular weekend coverage.

Requirements

• Serve as a frontline point of contact for customers across email and, as Gradient expands its channels, phone and SMS.
• Respond to routine customer questions using established procedures, macros, support content, and approved workflows.
• Gather required customer and product information before escalating technical issues to Tier 2.
• Review automated customer-support interactions for accuracy and identify situations requiring human intervention.
• Flag incorrect, incomplete, or confusing automated responses and provide feedback to help improve Gradient's support processes.
• Recognize issues that fall outside Tier 1 procedures and route them appropriately to Tier 2.
• Maintain clear and accurate customer and case records in Zendesk and other support systems.
• Communicate calmly and professionally with customers, including customers who may be frustrated or concerned.
• Help ensure customers receive timely follow-up and understand what will happen next.
• Learn Gradient's products and support processes as they evolve.
• Partner closely with the Tier 2 Technical Support Specialist and Customer Experience team.

Benefits

• Equity
• Medical/vision/dental/life/disability insurance
• 401k
• Paid parental leave
• Professional Development Stipend
• Commuter benefits
• Flexible PTO