Customer Support Specialist

Summary

Join SimpleTexting as a Customer Support Specialist and become the heart of our customer service team! You will be responsible for resolving customer issues through various channels (chat, email, phone), ensuring compliance, and creating helpful documentation. This fast-paced role requires excellent communication and problem-solving skills, along with experience in live chat support for a software/SaaS platform. The ideal candidate thrives in dynamic environments, enjoys helping customers, and is comfortable with both technical and non-technical communication. This is a remote position with US hours. Apply now to join our growing tech company!

Requirements

• English is your primary language
• At least one year of experience providing live chat customer support for a software/SaaS platform (or equivalent)
• You can translate technical ideas for non-technical audiences
• Demonstrable critical thinking, communication, and creative problem-solving skills
• Ability to learn new software platforms quickly
• Self-starter, positive attitude, ability to continuously develop and adapt to a growing team
• Highly organized. You can manage and prioritize several different projects
• Familiarity chat and CRM platforms

Responsibilities

• Respond to inquiries and issues via online chat, email, and phone calls to help SimpleTexting customers
• Clarify the customer’s needs, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved
• Be a compliance expert - making sure our customers are responsible texters
• Participate in writing excellent help documentation—both for internal use and for our customers
• Escalate bugs to our customer technical support team
• Work on specialized projects, as you become more comfortable in the role
• Become a SimpleTexting power user—before you can support others, you must know the product yourself

Preferred Qualifications

• Bachelor’s degree, preferably in a related field of study
• 2+ years in customer support role

Benefits

Remote - US hours