This is a remote position.
Location: Remote (Full-Time)
Working Hours: 8:00 AM to 5:00 PM Eastern Time (1-hour unpaid break)Customer Support & Experience Specialist
About the Role:We’re looking for a proactive, empathetic, and detail-oriented Customer Support & Experience Specialist to join our growing team. You’ll be the go-to contact for customers—handling live chat, phone calls, technical issues, billing questions, and everything in between. You’ll also play a key role in the onboarding journey, helping users get the most out of our platform and turning trial users into long-term customers.
This is a hybrid role that combines customer support, retention outreach, light technical troubleshooting, and administrative operations.
Key Responsibilities:
Manage live chat conversations through Intercom, providing prompt, helpful, and friendly assistance
Handle inbound support and service calls, offering guidance with technical setup, billing, or product questions
Provide basic technical support for our music streaming platform and dedicated media player devices
Process billing updates, send payment reminders, and follow up on overdue invoices with professionalism and care
Engage with trial users to encourage active use and help convert them into paying subscribers and create opportunities for multi-location brands to add more locations
Guide customers through onboarding and feature adoption to ensure long-term satisfaction
Create and maintain support documentation, FAQs, and help center articles
Assist with day-to-day operational tasks such as account updates, system checks, and internal reporting
Escalate complex issues to the appropriate internal team and follow up to ensure resolution
Collaborate with the sales and product teams to deliver a seamless customer experience
Requirements:
2+ years of experience in a customer support, client success, or customer experience role
Strong written and verbal communication skills in English
Empathetic, patient, and a natural problem solver with a customer-first mindset
Experience using support tools like Intercom, Zendesk, or similar platforms
Ability to multitask and manage time effectively in a fast-paced environment
Basic technical troubleshooting skills; able to learn and explain software and hardware functionality
Familiarity with billing processes and handling sensitive customer information professionally
Highly organized with strong attention to detail
Comfortable working cross-functionally with sales, product, and operations teams
Experience in SaaS, streaming media, or technology-related industries is a plus
Availability to work a consistent schedule, which may include occasional evenings or weekends depending on business needs
