We're looking for a Customer Support Representative to join our growing team at max. You'll be the first point of contact for our customers, helping them solve problems, answer questions, and get the most out of our product. This is a remote position where you'll work directly with customers via email, chat, and phone, turning support interactions into opportunities to build loyalty and gather valuable feedback.

Respond to customer inquiries through email, chat, and phone within established response time targets
Troubleshoot technical issues and walk customers through solutions step-by-step
Document customer issues and resolutions in our support system to help identify patterns and improve our product
Answer questions about product features, pricing, and account management
Escalate complex issues to the appropriate team members and follow up to ensure resolution
Maintain a professional and friendly tone while managing multiple customer conversations
Proactively reach out to customers who report issues to confirm their problems are fully resolved
Provide feedback to the product and engineering teams about common customer pain points
Help onboard new customers and ensure they understand how to use our core features

1+ years of customer support experience in a SaaS, software, or technology company
Ability to communicate clearly and patiently with customers of varying technical skill levels
Strong written communication skills with attention to detail
Proficiency with support ticketing systems and CRM tools
Comfortable working independently in a remote environment with minimal supervision
Reliable internet connection and a quiet workspace for calls and video chats
Willingness to learn our product thoroughly and stay updated on new features

Experience supporting technical products or developer-focused tools
Familiarity with customer support best practices and metrics like CSAT and NPS
Multilingual abilities (additional languages beyond English)
Experience with knowledge base creation or documentation

Fully remote work with flexible scheduling options
Competitive health insurance coverage
Professional development budget for training and certifications
Collaborative team environment in a growing company
Direct input on product improvements based on customer feedback

Customer Support Representative

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