Customer Support

Summary

Join Monograph, a firm performance management platform for architecture and engineering, as a Customer Support Specialist! Based in Mexico and working remotely, you will provide exceptional support to US-based customers via email and video, troubleshooting issues and improving operational efficiency. You'll need 2-3 years of customer support experience in a startup or SaaS environment, strong troubleshooting skills, and excellent communication. This is a contractor position requiring fluency in English and the ability to work Pacific Standard Time hours. The role offers hourly pay in USD and a collaborative, innovative work environment.

Requirements

• 2-3 years of experience in a Customer Support role at a startup or SaaS company
• Strong sense of urgency and accountability - you take ownership of tickets and follow through until resolution
• Exceptional troubleshooting skills - you proactively seek answers, investigate thoroughly, and document findings before escalating
• Clear and professional communication - you can explain complex topics in a simple, friendly, and empathetic way
• A keen eye for detail and operational efficiency - you recognize patterns, identify process gaps, and suggest improvements
• Experience with our support tool, Intercom
• Access to reliable internet connection and proficiency with G Suite, Zoom, Slack, and other basic internet technologies
• Ability to work PST hours (9:00 AM - 5:30 PM PST, with a 30-minute lunch break)
• Fluency in English
• You must have your own laptop and stable internet

Responsibilities

• Resolve support tickets through Intercom, providing customers with timely, friendly, and accurate responses. Seek out answers and ensure there is relevant documentation
• Troubleshoot before escalating - replicate issues, gather necessary details, and provide a clear summary before passing to Engineering
• Conduct customer calls when further troubleshooting, explanation, or clarification is required to resolve complex issues efficiently
• Identify inefficiencies in ticket triage and contribute to scalable improvements for our customer support team
• Develop deep product knowledge and stay up-to-date on all new releases to better support our users
• Collaborate cross-functionally to promote a consistent and seamless user experience. Share product insights and advocate for customer needs

Preferred Qualifications

Experience or familiarity with the architecture industry or QuickBooks

Benefits

• Innovative engineering and product culture
• Early-stage well-funded company
• Inclusion and diversity as a company priority
• 100% premium coverage on our healthcare plans for employees and their families
• Dental & vision coverage for employees and families
• New laptop & equipment
• Wellness Stipend