Remote Part-Time Customer Support Specialist (Tier 1)

Gradient

Boston (MA)

Remote

USD 34,000 - 37,000

Part time

15 hours ago

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Benefits offered by this job

Equity

Medical/vision/dental/insurance

401k

Paid parental leave

Professional Development Stipend

Flexible PTO

Job summary

Gradient is seeking a Part-Time Customer Support Specialist, Tier 1, to assist customers with home-tech products. The role is remote, based in the U.S., and expected to run about 20 hours per week, with weekend coverage aligned to Eastern Time needs.

Ideal candidates will be able to follow established support procedures, learn Gradient's products, and work well within the Customer Experience team. Prior customer-facing experience and strong communication are valued, with no HVAC background

Qualifications

Experience in customer-facing roles.
Clear, professional written and verbal communication.
Comfort speaking with customers by phone.
Patience and empathy for frustrated customers.
Attention to detail and ability to follow established processes.
Good judgement about when to escalate.
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 regular weekend coverage.

Responsibilities

Serve as a frontline point of contact for customers across email and, as Gradient expands its channels, phone and SMS.
Respond to routine customer questions using established procedures, macros, support content, and approved workflows.
Gather required customer and product information before escalating technical issues to Tier 2.
Review automated customer-support interactions for accuracy and identify situations requiring human intervention.
Flag incorrect, incomplete, or confusing automated responses and provide feedback to help improve Gradient's support processes.
Recognize issues that fall outside Tier 1 procedures and route them appropriately to Tier 2.
Maintain clear and accurate customer and case records in Zendesk and other support systems.
Communicate calmly and professionally with customers, including customers who may be frustrated or concerned.
Help ensure customers receive timely follow-up and understand what will happen next.
Learn Gradient's products and support processes as they evolve.
Partner closely with the Tier 2 Technical Support Specialist and Customer Experience team.