Customer Support Representative (CSR)

Barti

1d • Remote

About The Position

We are seeking a dynamic individual to join our fast-growing startup as our first Customer Support Representative. This is a foundational role and you will be the owner of customer support. You will be responsible for running our support processes, ensuring a high-quality experience that drives customer satisfaction, retention, and advocacy. As an early hire in this function, you will have a direct hand in shaping how support works at our company and how our customers experience the product.

Requirements

• 2+ Experience with product support, training, troubleshooting, and technical documentation.
• Previous experience in a customer-facing role, preferably in B2B software or technology sales
• A high level of organization, attention to detail, and the ability to manage multiple priorities proactively and effectively
• Strong communication and interpersonal skills, with the ability to deescalate difficult customer situations
• Exceptional problem-solving abilities
• Emphasis on speed to reply and resolve
• Self-motivated, with a strong sense of ownership and a desire to contribute to the growth and success of a startup

Nice To Haves

• Startup experience is a strong plus
• Experience with support systems like Zendesk is a plus
• Data and analytical skills are a plus

Responsibilities

• Provide technical support and training to customers
• Manage an inbound ticket queue, phone call queue, and inbound chat support
• Create and own our customer-facing knowledge base
• Create and maintain customer-facing documentation, tutorials, and training materials
• Act as a customer advocate within the company, gathering feedback, escalating critical issues, identifying trends, and working closely with cross-functional teams to address customer needs
• Implement new processes to increase the scalability of our team

Benefits

• Be part of a mission-driven, rapidly scaling company changing the future of eye care
• Work remotely from anywhere in the U.S.
• Collaborate with a passionate, fun, and supportive team
• Competitive salary
• Equity in a fast-growing startup
• Health, vision, and dental benefits
• Unlimited PTO
• Annual professional development stipend
• A high-impact role with plenty of room for growth, ownership, and creativity

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees