Customer Support Specialist 2nd Shift Tuesday - Saturday 4pm ET - 1am ET

1. About Our Client:

The organization operates in the software-as-a-service (SaaS) industry, focusing on scheduling solutions that help millions of users manage their time more efficiently. It addresses the challenge of time management and coordination by providing a product that simplifies meeting scheduling. The company serves a large, growing user base and emphasizes delivering high-quality customer experiences to maximize the product’s value for its customers.

2. About the Opportunity:

The Customer Support Specialist role is critical to delivering exceptional service during the second shift hours. This position serves as the primary point of contact for customers, resolving issues and enabling users to fully leverage the scheduling product. The role contributes directly to customer satisfaction and retention by providing knowledgeable, timely, and empathetic support. It also supports team goals and continuous improvement in customer service standards.

3. Responsibilities:

• Resolve customer tickets via Live Chat, Phone, or Email promptly

• Provide consultative solutions to customer questions and issues

• Maintain expert-level knowledge of the product and related use cases

• Empathize patiently with customers in every interaction

• Participate in ticket audits and incorporate feedback

• Document and escalate customer and internal issues appropriately

• Demonstrate initiative to support customers and team independently

• Take ownership of the customer experience provided

• Support customers in scheduling meetings effectively

4. Requirements:

• 1+ years of experience in SaaS customer support

• Technical troubleshooting skills in software environments

• Experience with Live Chat or Phone support is a plus

• Ability to thrive in a fast-paced, challenging environment

• Self-starter mentality with a focus on impact

• Capacity to meet metrics-driven performance goals

• Strong written and verbal communication skills

• Excellent time management abilities

• Collaborative team player with customer-centric focus

• Authorization to work legally in the United States; no immigration sponsorship available

5. Pay Range and Compensation Package:

• Tier 1 Hourly $19.62—$26.55 USD

• Tier 2 Hourly $19.62—$26.55 USD

• Tier 3 Hourly $19.62—$26.55 USD

• Salary is determined by experience, skills, interview performance, location, and internal pay equity

• Full-time employees (30 hours/week) are eligible for bonus programs, equity awards, and benefits

Equal Opportunity Statement:

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.