Senior Customer Support Representative - Day Shift

Some support issues take patience, judgment, and a little more experience to resolve. We're looking for the person people turn to when the usual fix isn't enough.

• $60,000 - $74,000 per year, based on experience
• Individual performance-based bonus up to 10% of salary
• Company performance-based bonus up to 10% of salary

• Fully remote position
• Competitive health, dental, and vision insurance
• 401(k) with up to 6% company match
• 40 days of paid time off, inclusive of vacation, sick days, and holidays
• $200/month home-office stipend
• Promote-from-within culture with clear opportunities for advancement

• Providing customer support and basic technical support via phone, live chat, ticketing systems, and occasional video calls
• Resolving complex cases escalated by Customer Support Representatives
• Troubleshooting both common and uncommon account and software-related issues for our clients' users
• Guiding users through solutions in a clear and patient manner
• Identifying patterns in escalated cases and surfacing insights to leadership
• Escalating complex cases through structured workflows
• Documenting issues and resolutions accurately within internal systems
• Contributing to knowledge base articles for both common and uncommon issues
• Following established processes to deliver consistent, high-quality support
• Representing client brands with empathy and professionalism

• Able to diagnose and resolve common software-related issues including login errors, access permissions, and account billing resolutions
• Excellent written communication, including grammar, punctuation, and spelling
• Comfortable navigating multiple software systems simultaneously
• Fast, reliable internet connection and a distraction-free work environment

• 2+ years customer service, help desk, or other customer-facing support experience
• 1+ year experience with phone, live chat, and ticketing software systems such as Zendesk, Intercom, or similar

This role supports 24/7 coverage across our client base, with 3 different shift schedules available. Team members work a rotating 5-on / 2-off schedule, with days off shifting periodically so that weekend shifts are shared equally across the team. Each shift is 8 hours and averages 40 hours per week.

• Day Shift: 8:00 AM - 4:00 PM Central Time (CT)

Great customer support is about more than resolving issues -- it's about creating trust, solving problems, and helping people feel supported when something isn't working. If that sounds like the kind of work you do best, we'd love to hear from you.