Remote Customer Support & Systems Specialist

Job Summary:

We are seeking a proactive and detail-oriented Remote Customer Support & Systems Specialist to join our team in a fully remote capacity, supporting internal systems, documentation management, and user training while ensuring high-quality customer service and operational efficiency; the ideal candidate has strong customer service experience, enjoys helping others, thrives in a fast-paced and evolving environment, and is highly adaptable, tech-savvy, and comfortable managing system updates, troubleshooting issues, and maintaining documentation accuracy; responsibilities include navigating and maintaining internal systems, updating and organizing documentation, leading virtual training sessions, providing ongoing user support, managing incoming requests, collaborating cross-functionally, creating instructional materials, and maintaining structured communication workflows; success in this role requires excellent communication and organizational skills, a solutions-oriented mindset, proficiency in Microsoft Office, Google Workspace, Slack (or similar platforms), and preferably Intercom, along with being empathetic, reliable, self-motivated, detail-oriented, and confident in leading meetings while maintaining a positive, customer-focused attitude.

Key Responsibilities:

• Navigate and manage internal systems efficiently.
• Update, review, and correct documentation to ensure accuracy and clarity.
• Maintain organized and up-to-date system records.
• Lead virtual meetings to train members on internal systems and tools.
• Provide ongoing support and troubleshooting assistance.
• Create clear instructional materials, including video tutorials.
• Manage incoming requests and ensure timely follow-ups.
• Maintain organized communication through email and internal platforms.
• Handle daily operational tasks with accuracy and efficiency.
• Support cross-functional collaboration.
• Perform other tasks related to the position.

Qualifications & Requirements:

• Proficient level of English (written and spoken).
• Strong customer service experience.
• Experience using Slack or similar platforms.
• Experience using Intercom, is highly preferred.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Proficiency in Google Workspace (Docs, Sheets, Gmail, Drive, Meet).
• Ability to adapt quickly to system updates and process changes.
• Tech-savvy with strong troubleshooting and problem-solving skills.
• Comfortable leading meetings and training sessions.
• Empathetic, and solutions-oriented mindset.
• Highly detail-oriented and organized.
• Out-of-the-box thinker, reliable, self-motivated, dependable, confident, and a positive attitude.
• Sound judgment and the capacity to comprehend and execute instructions promptly with minimal supervision.
• Ability to work in alignment with U.S. Eastern Time (New York time) business hours.
• Interested in long-term career opportunities.
• Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet.

Compensation & Benefits:

• 100% remote work.
• Compensation in USD.
• Full-time position with 40 hours weekly.
• Please note that this is a long-term opportunity.
• Great work environment with potential for growth.