Customer Support Representative

L2L Connected Workforce Platform

12h • Remote

About The Position

We’re looking for a Customer Support Representative to join our team: Here’s how you can drive action that matters. Top Three Outcomes: Accelerate Delivery: Move quickly to understand and resolve issues, keep help resources up to date, communicate product updates clearly, and help customers get real value from L2L. Elevate the Customer Experience: Be the first point of contact for our customers, responding with clarity, empathy, and confidence across email, chat, phone, and Zendesk. Bring Positive Energy: Show up with a customer-first mindset, curiosity, and a collaborative attitude, especially in the moments that matter most to our customers. L2L is the only Connected Workforce platform unifying team collaboration, maintenance, and OEE for data-driven decisions within your workflow. We help manufacturers improve performance by connecting the right people to the right information and insights to solve problems. Our platform boosts productivity, streamlines operations, and fosters a connected and high-performing workforce. Real-time visibility and action: Equip frontline teams to be problem solvers with seamless task visibility, disruption management tracking, work execution, and AI-driven knowledge management. Data-driven insights: Connect data to tasks and actions, identify bottlenecks, and optimize workflows to ensure smooth operations across all teams, lines, and shifts. Collaborative problem-solving: Share best practices across the enterprise and foster a culture of continuous improvement at scale. L2L isn’t just a short-term fix. It’s a system designed to drive continuous improvement and keep your workforce connected, empowered, and high-performing. We are backed by M33 Growth, a growth-focused private equity firm in Boston, Massachusetts, that provides capital and resources to develop already-great businesses into market leaders.

Requirements

• Bachelor’s degree preferred
• 3+ years of experience in customer or technical support (SaaS experience strongly preferred)
• Excellent written and verbal communication skills
• Strong customer service instincts with a professional, approachable demeanor
• Ability to explain technical concepts to both technical and non-technical audiences
• Strong analytical and problem-solving skills
• Comfortable learning and navigating new software quickly
• Self-starter who can work effectively in a remote environment
• Passion for continuous learning and growth

Nice To Haves

• Experience with manufacturing software or knowledge of manufacturing processes
• Experience creating or maintaining help content or training materials

Responsibilities

• Identify, investigate, and resolve customer inquiries via chat, phone, and Zendesk/email
• Apply your software knowledge to troubleshoot issues and guide customers to solutions
• Walk customers through processes and instructions, both verbally and in writing
• Partner closely with Product, Engineering, and other teams to research and resolve issues
• Write and improve help articles that make it easy for customers to find answers and solve problems independently.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees