• Job Description

  Req#: 4d04980e-5fa9-4d89-ad1c-5247b29cc6de
  **Employer Industry:** HR Technology Start-up
  
  **Why Consider this Job Opportunity:**
  - Exceptional healthcare benefits, including medical, dental, and optical coverage for you and your family
  - Unlimited holidays promoting work-life balance and personal time off
  - Immediate access to mental health support services through Spill
  - Competitive retirement matching plan to support long-term financial goals
  - Fully remote role with a flexible work culture
  - Opportunities for professional development through a learning budget
  
  **What to Expect (Job Responsibilities):**
  - Own and manage customer tickets via Intercom, averaging over 100 per week, ensuring timely and context-aware responses
  - Maintain a rapid response time of under 2 minutes on live chat while delivering personalized support
  - Investigate technical issues and effectively escalate them, collaborating closely with engineering as needed
  - Assist clients in understanding and adopting new features as they are released
  - Contribute to internal documentation and process improvements to enhance team efficiency
  
  **What is Required (Qualifications):**
  - Minimum of 2 years of customer support experience in a live chat/email-heavy role supporting a B2B SaaS product
  - Proven experience managing full ticket lifecycles, including escalations, until resolution
  - Comfortable working in high-volume environments with an ability to balance live chat and deeper investigative tasks
  - Strong communication skills, able to simplify complex topics and write in a clear, conversational style
  - Highly organized and proactive, with the ability to prioritize effectively in a fast-paced setting
  
  **How to Stand Out (Preferred Qualifications):**
  - Experience troubleshooting integrations such as HRIS, calendar, SSO, and job boards
  - Familiarity with APIs, webhooks, CSS, or basic JSON concepts
  - Prior collaboration with Product or Engineering teams
  - Experience contributing to quality assurance, testing, or internal documentation
  - A passion for understanding the technical "why" behind issues, not just the "how to fix it"
  
  #HRTech #CustomerSupport #RemoteWork #CareerGrowth #EmployeeBenefits
  
  "We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer."

• About the company

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