Customer Support Concierge

Summary

Join TaskHuman, a company organizing the world’s human expertise, as a Customer Support Specialist. You will be the first point of contact for users, assisting them with account setup, finding relevant topics, and connecting them with appropriate coaches. This role requires strong technical skills to troubleshoot issues and excellent communication to guide users to effective resolutions. You will work remotely with flexible hours, utilizing various support tools to manage tickets and improve customer experience. The ideal candidate is bilingual (English and Spanish), possesses 2+ years of customer support experience, and has a strong technical acumen. TaskHuman offers a competitive salary and benefits package, including professional development opportunities and complimentary access to the platform.

Requirements

• Bilingual proficiency in English & Spanish (C1/C2 proficiency level)
• 2+ years of customer support experience (preferably in a tech startup or similar environment)
• Strong technical acumen with the ability to troubleshoot basic hardware, software, and network issues
• Excellent verbal and written communication skills – able to clearly explain solutions without confusion
• Attention to detail, strong organizational skills, and superior time management
• Self-starter who thrives in a remote environment and can work independently or as part of a virtual team
• Problem-solving mindset – ability to quickly identify, troubleshoot, and resolve issues
• Positive attitude that shines through in customer interactions

Responsibilities

• Respond to inbound messages (app, email, SMS, etc.) to answer questions and resolve issues
• Use customer support tools (ClickUp, Slack, Jira, and internal systems) to manage tickets
• Empathize with users and guide them to effective resolutions, ensuring they leave interactions with clarity and confidence
• Maintain and update a library of FAQs and troubleshooting guides
• Identify patterns in tickets and relay potential product enhancements to cross-functional teams
• Research and implement best practices for improving ticket management and customer experience
• Walk users through webcam and microphone setup issues (permissions, device selection, browser settings) across different operating systems and browsers
• Conduct basic diagnostics: run speed tests, check firewalls, VPNs, and proxy settings, and recognize symptoms of low bandwidth or unstable network connections
• Ensure users meet minimum system requirements and help troubleshoot compatibility issues (e.g., outdated browsers, conflicting plugins/extensions)
• Access and interpret platform-specific logs or error messages and effectively communicate with engineering teams for deeper technical investigations

Benefits

• Competitive salary and benefits package
• Opportunity to work in a fast-paced startup environment
• Fully remote, flexible working arrangements
• Complimentary access to the TaskHuman platform for all employees
• A chance to shape the future of online coaching and make an impact on millions of users
• Professional development opportunities and an inclusive, collaborative team culture