Junior Customer Support Specialist | Remote | AI SaaS Remote | UTC+

Junior Customer Support Specialist | Remote | AI SaaS Support

Remote | 8am-5pm UTC+8

Process Street is an AI software and compliance operations platform. We help our customers build, document, automate, and track recurring workflows. Our platform automates the work, enforces the standards, and proves compliance so our global customers can run their businesses. We service over 3k customers around the world.

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 work with companies ranging from early-stage start-ups to Fortune 500 enterprises from across the globe in various industries.

Aside from addressing customer inquiries, Customer Support Specialists pass customer feedback and challenges to the Engineering, Product, and Executive teams.

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

• 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 onboarding and account reviews for existing customers

• 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. You’ll also be chatting with customers live.
• You pay attention to the details. You know details matter, and you remember that everything you do can improve the customer’s experience.
• 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. This includes both web and mobile applications. Experience with Intercom and Salesforce is a plus.
• You are available to work 8am-5pm UTC+8.

We are an equal-opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, age, disability, or veteran status.