Part-Time Remote Tier 1 Customer Support — Climate Tech

Gradient; New York (NY); Remote; USD 34,000 - 37,000; Part time

Benefits offered by this job

Equity

Medical/vision/dental/life/disability

401k

Paid parental leave

Professional Development Stipend

Commuter benefits

Flexible PTO

Job summary

Gradient is seeking a Part-Time Customer Support Specialist, Tier 1, to join its Customer Experience team. You will be one of the first human contacts for Gradient customers needing product help, contributing to a growing automated support experience while following established procedures and product knowledge.

This remote, U.S.-based role offers roughly 20 hours per week with a Wednesday–Sunday schedule aligned to Eastern Time.

Qualifications

• Some experience working directly with customers in a service role.
• Clear and professional written and verbal communication.
• Comfort speaking with customers by phone.
• Patience and empathy when helping frustrated customers.
• Strong attention to detail and ability to follow processes.
• Good judgment about escalations.
• Comfortable learning and working in multiple software systems.
• Reliable, organized, and able to work independently in a remote environment.
• Availability for approximately 20 hours per week, including weekend coverage.

Responsibilities

• Serve as frontline contact for customers via email and soon phone/SMS.
• Respond to routine questions using established procedures and workflows.
• Gather required information before escalating issues to Tier 2.
• Review automated interactions for accuracy and recommend improvements.
• Flag incorrect automated responses and provide feedback to improve processes.
• Escalate issues outside Tier 1 to Tier 2.
• Maintain clear customer records in Zendesk and other systems.
• Communicate calmly and professionally with customers, including frustrated ones.
• Ensure timely follow-up and clarity on next steps.
• Learn Gradient's products and support processes as they evolve.
• Partner with Tier 2 and Customer Experience team.

Skills

Customer service

Written communication

Verbal communication

Phone support

Patience

Attention to detail

Remote work

Multi-software usage

Weekend availability

Tools

Zendesk

Ticketing platforms

AI-assisted workflows

Job description

Gradient is seeking a Part-Time Customer Support Specialist, Tier 1, to join its Customer Experience team. You will be one of the first human contacts for Gradient customers needing product help, contributing to a growing automated support experience while following established procedures and product knowledge.

This remote, U.S.-based role offers roughly 20 hours per week with a Wednesday–Sunday schedule aligned to Eastern Time.