Remote Customer Support Representative

Remote Customer Support Representative

Published 1 hour ago

We're hiring a Customer Support Representative to be the front line for our users — answering questions, resolving issues, and making sure every interaction leaves people feeling taken care of.

Summary

• Flexible Title: Can tailor to reflect your skills & experience.
• Flexible Time: Can do full-time, part-time, side-gig (off-hours), or fractional (contract).
• Flexible Commitment: Can do short-term, long-term, or intermittent.

Why so flexible? We're a FUNDED startup racing toward launch. Feel free to jump in, help us ship, then bounce >> or stick around. A successful launch translates into lots of permanent jobs for those that want them. We're also interested in long-term "side gig" relationships, if that's what you're into—in our experience, a few expert hours often beat full-time learning-curve hours.

About Us

We're a credible, funded, remote-first startup backed by a growing team. We're pre-launch and moving fast.

About The Role

When someone reaches out with a question or a problem, you're the person who answers. Your job is to make every user feel heard, get their issue resolved quickly, and leave the conversation feeling good about the experience. You'll handle support via email, chat, and occasionally phone — whatever channel the user prefers.

This isn't a script-reading call center job. We're a small team, so you'll have real autonomy to solve problems, and your feedback about what users are struggling with will directly shape how we improve the product. If you're someone who genuinely likes helping people and takes pride in a well-handled interaction, you'll do great here.

Compensation

Up to $50,000 max total annual compensation; cash and equity components to be negotiated. Given the flexible commitment model, comp will be structured accordingly — fractional or hourly arrangements welcome.

What You'll Do in Your First 7 Days

• You've reviewed common user questions and our existing support documentation
• You've gotten access to support tools and channels
• You've handled your first batch of user inquiries with guidance from the team
• You've attended your first team check-in and understand how support issues are escalated
• The team knows who you are, why you're here, and how you'll work together

What You'll Do Ongoing

• Respond to user inquiries — answer questions via email, chat, and phone promptly and professionally
• Troubleshoot and resolve issues — dig into problems, find solutions, and follow through until the issue is fully resolved
• Document common issues — identify patterns and help build a knowledge base so users can self-serve
• Escalate when needed — know when something needs to go to engineering or leadership, and hand it off cleanly
• Be the voice of the user — share what you're hearing from users so the team can prioritize improvements

What We're Looking For

Must-haves

• Genuinely enjoy helping people — it comes through in how you communicate
• Strong written communication — you write clear, friendly, professional messages
• Patient and empathetic — you stay calm and helpful even when someone is frustrated
• Can juggle multiple conversations without losing track or dropping quality
• Reliable — you show up on time, respond promptly, and follow through

Nice-to-have

• Previous customer support, help desk, or client-facing experience
• Familiarity with support tools (Zendesk, Intercom, Freshdesk, or similar)
• Experience working remotely or in a distributed team
• Comfortable in fast-moving, ambiguous environments

What You're NOT

• Not a sales role — you're helping people, not upselling them
• Not a technical support engineer — you'll troubleshoot basic issues, but deep technical debugging goes to the engineering team
• Not a robot — we want real, human responses, not canned scripts

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Contract

Entry Level

Remote

Genuine enjoyment of helping people, strong written communication, patience, empathy, reliability, and ability to handle multiple conversations.

Key Responsibilities

• answering user inquiries
• resolving issues
• documenting common issues

Skills & Tools

Zendesk, Intercom, Freshdesk

Job Details

• Category: Customer Service
• Seniority: No Prior Experience Required
• Commitment: Contract
• Workplace: Remote — United States
• Salary: USD 50,000 – 50,000 / year
• Languages: English

About 59 Pines

A funded, remote-first startup racing toward launch. — Industry: Information Technology