Customer Success​/Support

The Role

We consider customer support to be part of our product and central part of what makes us who we are. It’s not an afterthought, and it’s the antithesis of most customer support teams (no offense). Extremely knowledgeable, very short wait times (2 minutes), no chatbots, no AI, no up-selling, no red tape. We don’t just "solve tickets", and we are not a call center.

We’re real people who love helping churches. Our customers know and trust our team, and we have a great reputation in the church space. Additional details:

• This is a full-time position (4 days/week)
• Start date - July 2026
• Where you’ll work - Our office in downtown Pensacola, Florida 3 days/week, and work from home 1 day/week.
• How much you’ll work - 4 days/week (8am-5pm with a 45-60 minute lunch break). Our support team also works one weekend a month (or less). A typical work weekend equates to roughly 5 hours of total work. When you work a weekend, you only work a 3.5-day workweek the following week.

• Handling fast-paced live chats: A major part of this role is handling conversations through the live chat on our website and in our application. You will talk with customers to help them get set up, troubleshoot issues, and answer questions they have. You will also chat with non-customers (leads) who are looking to start using Clearstream. Live chat is fast-paced, and you will have multiple conversations at a time.
  
  Our team prioritizes speed, but not at the sacrifice of quality. Responses should be fast, but also very clear and helpful.
• Taking Zoom and phone calls: You will have multiple calls each week to walk customers through their accounts, troubleshoot issues, and answer questions.
• Communicating technical concepts in an approachable way: You should be able to learn something complex and technical, then communicate it back in a way that’s simple and easy to understand. You should know what’s important to include in your responses, but also what should be left out.
• Emailing customers: The majority of our support is not through email, but you will use email on a small scale.
• Staying humble and receptive to feedback: We care deeply about how we talk with our customers. You can expect a lot of feedback, especially in your first 6-12 months. Even after that, you will receive regular feedback from your manager. We don’t expect you to know everything, but we do expect you to be teachable and never stop learning. Our support team has an excellent reputation with the churches we serve.
• Recording videos: If you’re comfortable on camera, you might help with customer education videos.

• Highly detail-oriented.
• At least 2 years of customer service experience.
• Excellent communication skills, both written and verbal, with the ability to simplify technical concepts.
• Highly personable and empathetic.
• Humble and teachable.
• Typing speed of > 60 wpm.
• Familiarity with church culture and communication needs.

• Starting salary - $60,000/yr
• 99% company-paid, high-quality, premium healthcare coverage through Blue Cross Blue Shield. 75% company-paid coverage for all dependents.
• 100% company-paid vision, dental, and life insurance.
• 5% matching 401(k).
• Gym and phone stipend.
• 5 days PTO (1.25 weeks) in year one. Moves to 10 days (2.5 weeks) in year two.
• 5 days paid sick time (1.25 weeks).
• Paid parental leave (10 weeks maternity, 4 weeks paternity).
• Annual Christmas bonus.
• Annual compensation review.
• Minimal working hours the week of Christmas/New Years.