Associate Customer Support Specialist

This role is on our Tier 1 Support Team, reporting to a Customer Support Manager. Tier 1 is our team of product generalists, who answer basic questions about all products and services quickly and professionally, and manage escalations to our Tier 2 team for technical and complex issues. 

We’re hiring for a specific shift; candidates must be able to work from 9am - 6pm Pacific Time with a one-hour lunch break. 

The impact you'll have:

• Respond to customer inquiries via phone, email, and online chat, providing timely and accurate assistance.
• Troubleshoot software issues and escalating complex problems to senior team members or relevant departments.
• Assist with the creation and maintenance of support documentation, including how-to guides and knowledge base articles.
• Collaborate with cross-functional teams to ensure customer needs are addressed effectively.
• Participate in training sessions to enhance product knowledge and customer service skills.
• Contribute to continuous improvement initiatives to enhance the customer support experience.

What you'll bring:

• Bachelor's degree in a relevant field or equivalent work experience.
• Strong communication skills, both verbal and written, with a customer-focused approach.
• Ability to work collaboratively in a fast-paced environment and adapt to changing priorities.
• Basic understanding of software applications and familiarity with troubleshooting techniques.
• Strong attention to detail and problem-solving abilities.
• Willingness to work flexible hours, including evenings and weekends, as needed.
• Previous experience in customer service or technical support is a plus but not required.

Our Benefits & Perks:

🌍 Work From Anywhere – We embrace a remote-first culture, offering flexibility so you can work where you're most productive.

💰 401(k) Matching – We invest in your future with a 100% match on contributions up to 6% of your salary.

🌴 Flexible Time Off – Work-life balance matters. Take the time you need to recharge and bring your best self to work.

👶 Paid Parental Leave – We support growing families with paid leave, fostering parent-child bonding and gender equality at home and in the workplace.

🩺 Comprehensive Benefits – We cover 100% of medical, dental, and vision insurance for employees, plus HRA, life insurance, and AD&D coverage.

💡 Values-Driven Culture – Our values aren't just words on a page—they shape how we work, make decisions, and support each other.

🤝 Pledge 1% – We’re proud to be part of the global movement to give back, dedicating 1% of our time, resources, or profits to community initiatives.

❄️ Winter Shutdown – Enjoy a one-week shutdown in November and a two-week break in December to relax and recharge.

🏡 Childcare Support – Our dependent care program allows you to set aside pre-tax dollars to cover eligible expenses such as daycare, preschool, summer camps, before &  after-school programs, and in-home care for children or dependents—helping you balance work and family with peace of mind.