Job Description

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