Customer Support Specialist – Pacific Time (Remote)

About the role

We are seeking a Customer Support Specialist to join a fast‑growing remote team that serves a leading online community platform. The role operates on Pacific Time hours and supports users worldwide, helping them solve technical challenges, optimize workflows, and grow their communities.

Key responsibilities

• Manage and prioritize customer inquiries across multiple support channels, ensuring timely, high‑quality resolutions.
• Provide hands‑on assistance to community administrators and creators, guiding them through platform features and workflows.
• Develop deep expertise in the platform’s ecosystem, tools, and integrations to troubleshoot technical and product‑related issues.
• Investigate and resolve problems on desktop and mobile environments, including notifications, payments, live streams, and member management.
• Collaborate with engineering, design, and operations teams to escalate and resolve complex technical challenges.
• Identify recurring pain points and deliver actionable feedback to improve product functionality and user experience.
• Support onboarding initiatives and promote best practices for building thriving online communities.

Required profile

• Minimum 3 years of experience in technical customer support, preferably within a SaaS environment.
• Excellent written and verbal English communication skills.
• Strong analytical and troubleshooting abilities across multiple platforms and devices.
• Ability to quickly learn new systems, workflows, and product updates in a fast‑paced startup.
• Comfortable working Pacific Time hours (10:00 AM – 6:30 PM PT, Tuesday‑Saturday) from a remote location.

Required skills

• Zendesk (or similar ticketing system)