Remote Inbound Support Agent

Role Overview

Step into a role where communication and innovation meet. As a Remote Inbound Support Agent, you will be the first point of contact for customers reaching out for assistance, product inquiries, or service troubleshooting. This role isn't just about answering calls—it's about creating a seamless and satisfying digital customer experience. With advanced CRM tools, cloud-based support frameworks, and performance analytics guiding your day-to-day interactions, your ability to interpret, resolve, and report will directly influence both customer satisfaction and company-wide growth metrics.

Key Responsibilities

Customer Interaction and Assistance

• Respond to incoming customer queries via VoIP-enabled systems and AI-assisted chat platforms.
• Guide users through technical troubleshooting processes using step-by-step screen-share protocols.
• Log interactions in cloud-based CRM platforms like Zendesk or Freshdesk to maintain a detailed record of user activity and resolutions.

Issue Resolution and Escalation

• Diagnose issues using real-time analytics and customer behavior tracking tools.
• Triage complex problems to Level 2 or engineering teams using standardized ticketing protocols.
• Collaborate with QA teams to analyze recurring complaints and initiate system improvements.

Knowledge Management and Feedback

• Contribute to the company’s internal knowledge base by updating SOPs and resolution templates.
• Gather qualitative user feedback and translate it into actionable insights using survey analytics tools.
• Share product improvement ideas based on user trends, flagged issues, and support frequency.

Work Environment and Culture

Remote-First Infrastructure

Enjoy the freedom of a fully distributed team setup. Our cloud-based communication stack and task management platforms, including Slack, Trello, and Jira, keep everyone in sync, regardless of time zones. Bi-weekly town halls, async updates, and virtual coworking rooms foster collaboration across continents.

Collaborative Tech Culture

Our support agents don’t work in isolation—they function as an extension of our product, data, and engineering teams. You’ll have access to weekly sprints, product demos, and A/B testing insights that inform customer-centric solutions. We believe in learning loops where user data informs product innovation.

Performance Metrics and Recognition

We believe numbers tell a story. Your performance will be tracked through key metrics, including CSAT (Customer Satisfaction Score), First Call Resolution Rate, and Average Handle Time. High performers are spotlighted in monthly All-Hands meetings and rewarded with quarterly tech stipends and upskilling grants.

Tools, Technologies, and Platforms

Communication & Ticketing

• Zendesk Suite for omnichannel support
• Aircall for cloud telephony
• Intercom and Drift for AI-assisted chat and bot routing

Collaboration & Task Management

• Confluence for documentation
• Asana for workflow tracking
• Notion for real-time updates and guides

Analytics & Reporting

• Tableau dashboards for agent productivity reports
• Mixpanel for tracking user engagement patterns
• Google Data Studio for custom performance insights

Qualifications and Experience

Required

• Minimum 1 year of experience in customer support or helpdesk roles, preferably within a tech-enabled environment.
• Proficiency in using ticketing and CRM systems such as Salesforce, HubSpot, or Zoho.
• Clear, empathetic verbal communication skills and concise written articulation.
• Comfort with navigating multiple browser tabs, knowledge base systems, and API documentation.

Preferred

• Certification in customer service (e.g., HDI-SCA, ITIL Foundation) or SaaS product training.
• Experience with scripting tools or macros to streamline response time.
• Familiarity with remote team platforms such as Zoom, Microsoft Teams, or Google Workspace.

Growth Opportunities and Career Path

Joining our team opens doors to multiple tech-adjacent roles. Many of our seasoned agents have transitioned into Product QA, Onboarding Specialists, and Support Operations Analysts. You’ll gain hands-on exposure to customer data tools, contribute to platform enhancements, and evolve in an environment that prioritizes internal mobility.

Your voice won’t just represent the customer—it will shape how the product grows.

Benefits and Compensation

Competitive Package

• Annual Salary: $44,427
• Monthly performance bonuses tied to CSAT and escalation ratios

Perks That Matter

• Remote equipment reimbursement (laptop, noise-canceling headset, webcam)
• Access to LinkedIn Learning and Udemy Business for unlimited training
• Monthly internet stipend and home office allowance
• Employee wellness benefits, including access to digital therapy and meditation apps
• Paid time off, including sick days, mental health days, and global holidays

Why This Role Is a Game-Changer

With customer experience defining modern brand value, your role as a Remote Inbound Support Agent becomes vital. You’re not only assisting customers—you’re building loyalty, improving lifetime value, and giving feedback that shapes our roadmap. If you thrive in a fast-paced, tech-driven, remote-first world, this is where your impact multiplies.

Apply Now: Be the Voice Behind the Brand

Are you ready to elevate user experiences from behind the screen? Do you enjoy solving puzzles, supporting digital platforms, and working in a culture that values tech-savvy empathy?

Step into a role where your voice meets innovation. Apply now to become the voice customers trust and the bridge between product and experience.