Customer Support Specialist, APAC

Circle; United States; À distance; USD 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Equity

35 days PTO

Remote-friendly

Biannual company retreats

Résumé du poste

Circle is hiring a fully remote Customer Support specialist to help respond to inquiries, solve complex problems, and work with global teams to deliver the best solutions for creators, coaches, educators, and businesses.

This role requires 3+ years in technical support for SaaS, strong communication skills, and a passion for helping customers across time zones. You’ll collaborate with engineers and designers to improve the product while supporting Circle Plus communities.

Qualifications

• 3+ years of experience in a technical support role, ideally in SaaS.
• Strong written and verbal communication skills.
• Proficient in English at CEFR C2 level.
• Experience in a startup with traction and contributing to product development.
• Ability to learn new topics quickly and work across time zones.

Responsabilités

• Prioritize customer issues across email channels.
• Ramp up during onboarding, then provide hands-on support for Circle Plus communities.
• Become an expert on the Circle product and admin tools.
• Advise creators on practical solutions as they launch and grow their communities.
• Troubleshoot issues across desktop and mobile browsers, apps, and our branded experiences.
• Escalate feedback to inform product improvements.
• Collaborate with engineers and designers to troubleshoot complex technical issues across live stream, payments, notifications, events, and member management.
• Identify trends from inquiries to suggest proactive solutions.
• Collaborate with a global team through Notion, Slack, and Zendesk.

Connaissances

English proficiency (CEFR C2)

Technical support

SaaS experience

Written communication

Verbal communication

Team collaboration

Outils

Zendesk

Notion

Slack

Description du poste

ABOUT US

Circle is building the world’s leading AI-powered, all-in-one platform for digital businesses. We make it possible for creators, coaches, educators, and businesses to bring together their audience with engaging discussions, live streams, events, chat, courses, and payments — all in one place, all under their own brand.

We’re proud to be a fully remote company of around 270 (and growing!) team members from 30+ countries around the world. We seek exceptional individuals around the world, set them up to do the best work of their lives, and in turn, create a meaningful impact in their own lives. We don't track hours, but we do manage for high expectations very closely. We collaborate across time zones, are highly async, and like to document a lot.

Every year, we bring the whole company together in beautiful places around the world for our company offsites. So far, we’ve hosted offsites in Turkey, Portugal, Mexico, Thailand, Colombia, Italy, Ireland, and more, with still more to come!

Check out our Careers https://careers.circle.so/ page for more about working at Circle.

ABOUT THE ROLE

We're looking to expand our customer support team! This team is the first line of support for our customers at Circle. We respond to open support inquiries, solve complex problems, and work directly with our customers and internal teams to help find the best solutions to the trickiest challenges. We're at the point of our journey where we now have a robust support team of over 30 teammates spread across the entire globe, all aiming to make sure our customers are supported as Circle continues to grow.

This is a fully remote, full-time position. Candidates must be available to work 8:00 AM to 5:00 PM IST, Tuesday through Saturday (40 hours per week). This is a requirement of the role.

WHAT YOU'LL BE DOING

• Prioritize customer issues across our email channels.
• Ramp up during an onboarding phase, and eventually provide hands-on support for Circle Plus communities.
• Become an expert on the Circle product, along with our internal staff admin tool.
• Advise creators on practical solutions as they launch and build their communities.
• Troubleshoot a wide range of issues across desktop and mobile browsers, along with our desktop app, Android, iOS mobile apps, and our custom branded app.
• Escalate feedback to inform and improve our product.
• Collaborate with engineers and designers to troubleshoot complex technical issues across live stream, payments, notifications, events, member management, and more.
• Identify trends from customer inquiries to suggest proactive solutions.
• Collaborate with a global team through Notion, Slack, and Zendesk.

WHAT YOU'LL NEED TO BE SUCCESSFUL

• Strong alignment with our values. Find our values on our career page if you haven't read up on them yet.
• You are proficient in English (spoken, written, and reading) at a CEFR Level C2 https://magoosh.com/english-speaking/english-proficiency-levels-a-guide-to-determining-your-level/ / ILR Level 5 https://www.govtilr.org/.
• 3+ years of experience in a technical support role, ideally in SaaS.
• Strong written and verbal communication skills.
• You are excited to be a part of a startup with some serious traction, where you will have a strong voice to inform product development and our roadmap.
• You're skilled at understanding and implementing technical workflows at a fast pace.
• You love understanding customer needs, and get satisfaction out of being extremely helpful.
• You are a team player, and thrive in a collaborative work environment.
• You enjoy learning new topics, and are eager to embrace new product developments.

BONUS POINTS

• Experience working with Zendesk. This is the ticketing system we use.
• You've worked in a 100% remote role before, with an international team.
• Experience working with community, payment, live stream, or content-related products.
• Experience with automation and/or Zapier to create workflows.
• Experience troubleshooting application logins and/or Single Sign-On flows.
• Familiarity with troubleshooting API issues.

COMPENSATION & BENEFITS

Circle offers U.S.-benchmarked compensation globally, equity in the company with ongoing refresh grants, and 35 days of paid time off each year.

We’re a remote-only team that comes together twice a year for company retreats in incredible destinations around the world. Alongside incredible flexibility and autonomy, we offer a benefits package that supports health, wellbeing, and professional growth. Learn more in our Candidate Hub. https://circleco.notion.site/circle-candidate-hub

LEARN MORE

• Candidate Safety & Interview Process Notice https://app.notion.com/p/circleco/Circle-Candidate-Hub-374b655313b7803d9580fb7da4f51acf?source=copy_link#374b655313b780e5b681c4d56b962790
• Diversity, Equity & Inclusion https://app.notion.com/p/circleco/Circle-Candidate-Hub-374b655313b7803d9580fb7da4f51acf?source=copy_link#374b655313b7807a8e3ff5c25a1d93ba
• How We Use Candidate Data https://app.notion.com/p/circleco/Circle-Candidate-Hub-374b655313b7803d9580fb7da4f51acf?source=copy_link#374b655313b780e49e98f390eec6bb51
• Equal Employment Opportunity https://app.notion.com/p/circleco/Circle-Candidate-Hub-374b655313b7803d9580fb7da4f51acf?source=copy_link#374b655313b7807a967dea67e68f31f0
• Visit our Candidate Hub https://circleco.notion.site/circle-candidate-hub to learn more about working at Circle, our benefits, and our hiring process.