Remote Climate Tech Support Specialist (Part-Time)

Gradient; New York (NY); Remote; USD 35,818,000 - 39,344,000; Part time

Benefits offered by this job

Equity

Medical/Vision/Dental/Life/Disability

401k

Paid parental leave

Professional Development Stipend

Flexible PTO

Job summary

Gradient is hiring a Part-Time Customer Support Specialist, Tier 1, to be the first human touchpoint for customers. Work within the Customer Experience team to respond to questions, gather info, and follow procedures while supporting an increasingly automated experience.

This role is remote from the US, about 20 hours weekly, with a schedule aligned to Eastern Time. Compensation is anticipated at $25.00–$27.00 per hour, depending on experience and location.

Qualifications

• Experience directly helping customers in a service environment.
• Excellent written and spoken communication.
• Comfort discussing with customers by phone.
• Ability to follow documented processes and workflows.

Responsibilities

• Serve as frontline contact via email; expand to phone/SMS as channels grow.
• Respond to routine questions using procedures, macros, and approved workflows.
• Gather required information before escalating to Tier 2.
• Review automated interactions for accuracy and flag issues.
• Provide feedback to improve automation and processes.
• Route issues outside Tier 1 to Tier 2 as needed.
• Maintain accurate records in Zendesk and other systems.
• Communicate calmly and professionally with customers, including upset ones.
• Ensure timely follow-up and clarity on next steps.
• Learn Gradient's products and processes as they evolve.
• Collaborate with Tier 2 and Customer Experience teams.

Skills

Customer service experience

Clear communication

Phone communication

Patience & empathy

Detail oriented

Process adherence

Remote work

Independent work

Tools

Zendesk

Job description

Gradient is hiring a Part-Time Customer Support Specialist, Tier 1, to be the first human touchpoint for customers. Work within the Customer Experience team to respond to questions, gather info, and follow procedures while supporting an increasingly automated experience.

This role is remote from the US, about 20 hours weekly, with a schedule aligned to Eastern Time. Compensation is anticipated at $25.00–$27.00 per hour, depending on experience and location.