**Fully Remote Customer Service Representative (Self-Serve SaaS)** **(Weekend + Weekday Schedule)** Are you passionate about helping users succeed with innovative software? Join us on the frontlines as a **Customer Service Representative** during our exciting self-serve launch. You'll be the go-to resource for troubleshooting, guiding users, and enhancing the customer experience all while collaborating closely with a fast-moving internal team. **Role Overview**: As a key member of our remote support team, you'll provide world-class assistance to self-serve users, ensuring their onboarding is seamless and their questions are resolved quickly and effectively. You'll work across multiple communication channels and support systems, helping shape our support function at a critical stage of growth. **Note**: **What You'll Do**: **Customer Interaction & Issue Resolution** - Collaborate with AI-powered bots, escalating complex or sensitive issues for human resolution as needed - Communicate clearly, empathetically, and professionally with users from diverse backgrounds **Knowledge Sharing & Onboarding** - Assist new users with onboarding, answering first-time questions and guiding them through setup - Identify knowledge gaps and contribute to internal documentation and help articles - Coordinate with the core team during initial onboarding phases before transitioning to night shift coverage **What We're Looking For**: **Must-Have Experience** - Previous experience in a customer support role at a software company (startup or fast-growth SaaS strongly preferred) - Exceptional written communication skills in English - Familiarity with tools like Slack, Intercom, Linear, Jira, Pylon, or similar support and automation systems - Ability to thrive in a remote setting with mínimal oversight, embracing ambiguity and startup-paced work **Tools You'll Use**: - Slack - Pylon - Jira - Linear