CSR 2

Customer Support Agent

Location: Remote
Type: Full-Time (8h/day, Mon - Fri, PST)
Start Date: ASAP
Compensation: $1,000/month

About the Company

A fast-growing education and media company helping entrepreneurs build thriving businesses through digital courses, coaching programs, memberships, live events, and online communities.

About the Role

As a Customer Support Agent, you'll be the first point of contact for clients and community members via Intercom. Your role goes beyond answering tickets you'll actively learn the company's products, systems, and policies to provide clear, empathetic, and solution-oriented support.

You'll report to the Client Success Manager but are expected to work independently, take initiative, and keep improving support resources.

Key Responsibilities

• Handle customer inquiries via Intercom in a timely and professional manner

• Provide empathetic, clear, and solution-focused responses

• Troubleshoot course access, event registration, account updates, and related needs

• Learn the company's offerings and policies to resolve inquiries confidently

• Research answers using documentation, past cases, and tools

• Identify recurring issues and suggest improvements

• Maintain and update internal knowledge base and FAQs

• Track and categorize tickets for reporting purposes

• Collaborate with team members to streamline workflows

Success Metrics

• Support ticket response time: < 4 hours

• CSAT (Customer Satisfaction Score): 90%

• Independent resolution: 80% of tickets

• Contribution to monthly support resource updates

Requirements

• 2+ years in customer service, client success, or community management

• Excellent written and verbal communication skills in English

• Strong empathy and emotional intelligence

• Proven problem-solving and resourcefulness

• Highly organized, detail-oriented, reliable follow-through

• Experience with Intercom or similar platforms

• Proactive learner with ownership mindset

Schedule

• Monday - Friday, 8 hours/day, PST working hours

• Occasional evenings or weekends during launches/events

Benefits

• Fully remote position

• Growth opportunities in a fast-moving, purpose-driven company

• Collaborative, values-driven culture