Role overview
Employment type: Full-time
Pay: $60,000 - $70,000/year
Work model: Fully remote
Customer success focus
You’ll provide customer support for a B2B SaaS platform, with a strong focus on payroll, accounting, and workforce management. The role combines technical troubleshooting, customer education, issue resolution, and process improvement.
What you’ll own
- Manage inbound customer support tickets.
- Troubleshoot technical issues and resolve requests within established service levels.
- Provide guidance and training on payroll, accounting, and workforce management features.
- Contribute to knowledge base articles, tutorials, and FAQs.
- Escalate critical customer issues when necessary.
- Identify recurring customer trends and product feedback.
- Help improve support processes for greater efficiency and scalability.
- Act as a customer advocate across internal teams.
- Work cross-functionally to address customer needs and improve the overall experience.
Experience and qualifications
- West Coast location or ability to consistently work West Coast business hours.
- Experience in product support or another customer-facing role for a B2B SaaS platform.
- Payroll experience through either supporting a payroll platform or managing payroll for an organization.
- Experience with accounting software such as QuickBooks, Xero, Zoho, NetSuite, or similar platforms.
- Strong troubleshooting and research skills.
- Ability to explain technical concepts clearly and simply.
- Experience using AI tools with attention to prompt quality.
- Strong organization and attention to detail.
- Ability to manage multiple priorities proactively.
- Ability to de-escalate difficult customer situations with empathy and professionalism.
- Self-motivated approach with strong ownership.
- Ability to collaborate effectively and receive feedback.
Preferred skills
- Data analysis skills.
- Experience using customer support systems such as Intercom.
- Experience working at a Series A or Series B startup.