The Opportunity:

We’re looking for a Customer Support Level 1 Specialist to join our Customer Support & Success team. You will address inbound customer inquiries via phone, email, and live chat. At Process Street, our Customer Support Specialists are the primary line of communication between the organization and our customers. You will get the chance to work with companies ranging from early-stage start-ups to Fortune 500 enterprises from across the globe in pretty much every industry you can think of.

Aside from addressing customer inquiries, Customer Support Specialists perform a critical function in passing customer feedback and challenges to the Engineering, Product, and Executive teams.

Even though we’re a global company, this Customer Support Specialist will work 8am-5pm UTC+8.

What You’ll Do:

Respond to email, live chat, and phone inquiries from existing customers and prospects
Advise customers on the best way to use the software to meet their needs
Track customer interactions in Salesforce
Assist prospects during their trial period to ensure they understand the product functionality
Serve as a conduit for customers to communicate product and feature requests to Product Managers
Assist our Customer Success Managers in dealing with large customers
Contribute to the Support Knowledge-base
Conduct product demos for prospects
Conduct Onboarding and Account Reviews for existing customers

About You:

You have experience working directly with customers. At least 1-2 years of experience, preferably in SaaS.
You’re an excellent communicator. This includes written and verbal English. We’re a 100% distributed team, and writing is our primary method of communication. But you’ll be chatting with customers live too!
You pay attention to the details. You know details matter, and you remember that everything you do can improve the customer’s experience in some way.
You’re obsessed with customer experience. You’re driven by creating an amazing customer experience. Added bonus if you have experience building and maintaining relationships with remote customers.
You have a growth mentality. You have a self-motivated approach to learning and development.
You love working with technology. We’re building it! This includes both web and mobile applications. Experience with Intercom and Salesforce is a plus!
You are available to work 8am-5pm UTC+8.

Our Benefits:

Unlimited PTO policy – Most take 3-4 weeks, plus their major holidays, AND a company-wide week off in December.
Company offsite – We get together as a whole company to celebrate company milestones as well as encourage and sponsor small group meetups so that you can meet your teammates face-to-face around the world.
Social time – We know human connections are what make teams strong. We regularly do coffee chats, game-playing, story-telling, house tours (only if you're comfortable), and more to build connections.
Equity for all full-time roles.
Generous health insurance – for US employees and their families, including dental and vision plans.

Junior Customer Support Specialist | Remote | AI SaaS Support

Anywhere in the world

Remote

Mid-level

Process Street