Customer Support Representative

ServiceCore•Denver, CO

1d•$50,000 - $70,000•Remote

About The Position

We’re looking for a Customer Support Representative to join our team in a fully remote role. This position is critical to how our customers experience our product and our company. You’ll work directly with small to mid-sized business owners and office teams who rely on our software to run their day-to-day operations. This is not a script-following, ticket-closing role. We’re looking for someone who can listen carefully, diagnose real problems, explain solutions clearly, and take ownership from first contact through resolution. If you’re comfortable working independently, managing your time, and making good judgment calls while supporting a high-volume queue, you’ll do well here.

Requirements

Customer-focused and practical. You care about solving the real problem, not just sending a response.
Calm under pressure. You can handle frustrated customers, shifting priorities, and a busy queue without letting quality slip.
Clear communicator. You explain things in plain language, avoid jargon, and adapt your tone to the person on the other end.
Comfortable with support tools. Experience with Zendesk is a strong plus; familiarity with Jira is even better. You understand how good ticket hygiene supports the whole organization.
Accountable and organized. You follow through, manage your workload well, and don’t need constant oversight to stay on track.
Adaptable and curious. You pick up new workflows quickly and are willing to learn as the product and customer needs evolve.
Remote-ready. You can work independently, stay engaged with a distributed team, and communicate clearly without being in an office.

Responsibilities

Provide multi-channel customer support via email, chat, and phone, helping customers resolve questions and issues efficiently and clearly.
Troubleshoot product issues using Zendesk and Jira, knowing when to investigate further, when to escalate, and how to keep the customer informed throughout the process.
Own customer issues end-to-end, ensuring nothing falls through the cracks and follow-ups actually happen.
Document and categorize issues accurately, helping improve reporting, internal visibility, and long-term product fixes.
Collaborate closely with teammates and cross-functional partners, especially Product and Engineering, to surface patterns, edge cases, and recurring pain points.
Build strong product knowledge so you can confidently guide customers through workflows, features, and best practices without overcomplicating things.
Represent the customer’s perspective internally by sharing clear, practical feedback rooted in real usage and real impact.