Customer Support Specialist

About the Role

Join our global support team to help creators and businesses build thriving online communities by solving complex technical challenges and providing exceptional customer experiences. This role offers the opportunity to work in a fast-paced, fully remote environment where your feedback directly influences our product roadmap.

Responsibilities

• Prioritize and resolve customer inquiries across email channels while maintaining high service standards.
• Troubleshoot technical issues across desktop, mobile browsers, and native applications.
• Collaborate with engineering and design teams to address complex problems related to payments, live streams, and member management.
• Advise creators on best practices for launching and scaling their communities.
• Identify trends in customer feedback to suggest proactive product improvements.

Requirements

• 3+ years of experience in a technical support role, preferably within a SaaS environment.
• Proficiency in English at a CEFR Level C2 or ILR Level 5.
• Availability to work 8:00 AM to 4:30 PM AEST (or equivalent local hours), Sunday through Thursday.
• Strong written and verbal communication skills with a passion for helping customers.
• Ability to thrive in a collaborative, async, and fully remote team environment.

Nice-to-Haves

• Prior experience using Zendesk for ticketing and support workflows.
• Familiarity with troubleshooting API issues or Single Sign-On (SSO) flows.
• Experience working with community, payment, or content-related platforms.
• Knowledge of automation tools like Zapier to streamline technical processes.