Remote Part-Time Tier 1 Customer Support Specialist

Gradient; United States; Remote; USD 34,000 - 37,000; Part time

Benefits offered by this job

Equity

Medical insurance

Vision insurance

Dental insurance

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 be among the first human contacts for customers needing help with Gradient’s product or experience. This remote, U.S.-based role averages about 20 hours per week and follows an Eastern Time-aligned schedule.

You will respond to questions using established procedures, collect required information, escalate technical issues to Tier 2 when needed, review automated interactions, and help improve the support process while

Qualifications

• Direct customer-facing experience in service roles.
• Clear and professional written and verbal communication.
• Comfort with phone-based support.
• Patience and empathy when interacting with customers.
• Strong attention to detail and ability to follow processes.
• Good judgment on escalation needs.
• Ability to learn multiple software systems.
• Reliable, organized, and self-driven in a remote role.
• Available to work approximately 20 hours per week, including weekends.

Responsibilities

• Serve as frontline contact for customers via email, and later phone/SMS as channels expand.
• Respond to routine questions using established procedures, macros, content, and workflows.
• Gather required information before escalating technical issues to Tier 2.
• Review automated interactions for accuracy and identify when human intervention is needed.
• Flag incorrect or confusing automated responses and provide feedback to improve processes.
• Route issues outside Tier 1 procedures to Tier 2.
• Maintain clear customer/case records in Zendesk and other systems.
• Communicate calmly and professionally, including with frustrated customers.
• Ensure timely follow-up and clarity on next steps.

Skills

Customer service experience

Clear written and verbal communication

Phone support

Patience and empathy

Attention to detail

Follow established processes

Learn new software systems

Remote work reliability

Availability 20 hours/week

Tools

Zendesk

Job description

Gradient is seeking a Part-Time Customer Support Specialist, Tier 1, to be among the first human contacts for customers needing help with Gradient’s product or experience. This remote, U.S.-based role averages about 20 hours per week and follows an Eastern Time-aligned schedule.

You will respond to questions using established procedures, collect required information, escalate technical issues to Tier 2 when needed, review automated interactions, and help improve the support process while