Remote Tier 1 Support Specialist - Climate Tech

Gradient; San Francisco (CA); Remote; USD 34,000 - 37,000; Part time

Benefits offered by this job

Equity

Health benefits

401k

Paid parental leave

Professional development

Flexible PTO

Job summary

Gradient is hiring a Part-Time Customer Support Specialist, Tier 1, to be an early human contact for customers. You’ll handle inquiries, follow procedures, and help shape an increasingly automated support experience.

Remote, U.S.-based, ~20 hours/week with a Wednesday–Sunday schedule aligned to ET needs. Training provided; no HVAC or technical background required, with a clear path to grow in support roles.

Qualifications

• Experience in customer-facing roles, across service sectors.
• Clear, professional written and verbal communication.
• Comfort with phone conversations and customer interaction.
• Patience and empathy when assisting customers.
• Attention to detail and ability to follow processes.
• Good judgment on escalation needs.
• Comfort learning multiple software systems.
• Reliable, organized, able to work remotely.
• Availability around 20 hours weekly with weekend coverage.

Responsibilities

• Serve as frontline contact via email and phone as channels grow.
• Answer routine questions using established procedures and content.
• Gather required information before escalating to Tier 2.
• Review automated interactions and identify needed improvements.
• Flag incorrect responses and help refine processes.
• Escalate issues outside Tier 1 to Tier 2 as needed.
• Maintain accurate customer and case records in Zendesk.
• Communicate calmly and professionally with customers.
• Ensure timely follow-up and clarity on next steps.
• Learn Gradient's products and support processes as they evolve.
• Collaborate with Tier 2 and Customer Experience team.

Skills

Customer service

Communication skills

Phone experience

Empathy

Attention to detail

Judgment

Multi-software

Remote work

Part-time availability

Job description

Gradient is hiring a Part-Time Customer Support Specialist, Tier 1, to be an early human contact for customers. You’ll handle inquiries, follow procedures, and help shape an increasingly automated support experience.

Remote, U.S.-based, ~20 hours/week with a Wednesday–Sunday schedule aligned to ET needs. Training provided; no HVAC or technical background required, with a clear path to grow in support roles.