Customer Support Specialist

PangoBooks Inc; United States; Remote; USD 60,000 - 80,000; Part time

Job summary

PangoBooks Inc is seeking a Customer Engagement Specialist to join their remote support team on a part-time basis. In this role, you will support users through live chat and email, helping to enhance their experience on this peer-to-peer book marketplace. Ideal candidates are tech-savvy PangoBooks users who are passionate about customer service and ready to assist fellow readers and sellers.

Qualifications

• Experience with customer service platforms like Intercom, Zendesk, or Freshdesk is a major plus.
• A strong communicator with an eye for clear and compassionate messaging.
• Reliable and able to manage your own schedule independently.

Responsibilities

• Provide timely and empathetic support to users via email and live chat.
• Troubleshoot order issues, account concerns, and general app navigation.
• Identify patterns in user feedback and escalate issues as needed.

Skills

Communication

Organization

Problem Solving

Tech-comfortable

Tools

Intercom

Zendesk

Freshdesk

Job description

• United States - Remote (within location)

Hours: 10–20 hours per week (flexible scheduling, weekend availability a plus)

Compensation: $18-$22 per hour, commensurate with experience

About PangoBooks

PangoBooks is a peer-to-peer marketplace for buying and selling books. We’re building an easy-to-use, friendly, and affordable community for book lovers who want to discover great reads and give stories a second life.

About the Role

We’re looking for a tech-savvy and self-motivated Customer Engagement Specialist to join our support team on a part-time basis. In this remote role, you’ll be on the front lines of the PangoBooks user experience, responding to inquiries, resolving issues, and creating a warm and helpful environment for our community of readers and sellers.

This is a great opportunity for enthusiastic Pango users who understand the platform from both buyer and seller perspectives and are excited to help others navigate and enjoy it.

Responsibilities

• Provide timely and empathetic support to users via email and live chat using Intercom
• Troubleshoot order issues, shipping questions, account concerns, and general app navigation
• Identify patterns in user feedback and escalate issues to the internal team as needed
• Collaborate with other team members to improve the overall user experience
• Represent PangoBooks with clarity, friendliness, and professionalism in every interaction

Who You Are

• A passionate PangoBooks user who understands the ins and outs of the app
• Tech-comfortable and quick to learn new systems; experience with customer service platforms (like Intercom, Zendesk, or Freshdesk) is a major plus
• A strong communicator, both in writing and in tone, with an eye for clear and compassionate messaging
• Highly organized, reliable, and able to manage your own schedule and workload independently
• Comfortable working in a fast-paced startup environment where priorities may shift

Bonus Points If You

• Have experience in e-commerce, peer-to-peer marketplaces, or online book communities
• Have worked in a remote customer support or community role before
• Are available for weekend or evening shifts

To Apply

• Provide your resume or relevant work experience