Senior SaaS Customer Support Advocate - Remote

Remote; San Francisco (CA); Teletrabalho; USD 99 000 - 122 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary

RSUs equity

PSUs performance units

35 days off per year

Mental health support

Remote-first culture

Rewards program

Resumo da oferta

Remote is seeking a Staff Customer Support Advocate based in the United States. This fully remote role focuses on expert frontline customer support, complex troubleshooting, and driving strategic improvements to customer experience.

You’ll collaborate with product managers, create educational resources, and mentor teammates while maintaining a schedule aligned with North American time zones. Strong written and verbal communication is essential.

Qualificações

• Minimum of 7 years in customer-facing roles, preferably SaaS.
• Proven frontline support experience with high performance.
• Strong technical troubleshooting and diagnostic skills.
• Ability to balance daily support with strategic projects.
• Experience mentoring teammates and sharing knowledge.

Responsabilidades

• Deliver expert frontline customer support across email, live chat and video calls.
• Troubleshoot complex technical issues and provide clear solutions.
• Lead initiatives to improve support workflows and customer satisfaction.
• Collaborate with product managers to gather feedback and drive product insights.
• Develop educational resources including videos, docs and training materials.
• Mentor colleagues and promote knowledge sharing to improve team performance.
• Balance daily tickets with longer-term projects delivering measurable improvements.
• Maintain schedule aligned with North American time zones, including a weekend day.

Conhecimentos

Customer support

SaaS experience

Advanced troubleshooting

Mentoring

Remote work

Descrição da oferta de emprego

Remote is seeking a Staff Customer Support Advocate based in the United States. This fully remote role focuses on expert frontline customer support, complex troubleshooting, and driving strategic improvements to customer experience.

You’ll collaborate with product managers, create educational resources, and mentor teammates while maintaining a schedule aligned with North American time zones. Strong written and verbal communication is essential.