Customer Support Specialist, APAC
About The Position
Circle is hiring a fully remote, full-time Customer Support Specialist to join its global customer support team. The team responds to customer inquiries, resolves complex problems, and works with customers and internal teams to find solutions. The role requires working 8:00 AM to 5:00 PM IST, Tuesday through Saturday, for 40 hours per week. The specialist will prioritize customer issues across email channels, learn the Circle product and internal staff admin tool, and provide hands-on support for Circle Plus communities after onboarding. They will advise creators as they launch and build communities; troubleshoot issues across browsers, desktop and mobile apps, and branded apps; escalate customer feedback to inform product improvements; and collaborate with engineers and designers on technical issues. The role also involves identifying inquiry trends and working with a global team using Notion, Slack, and Zendesk.
Requirements
- Strong alignment with Circle's values.
- Proficiency in spoken, written, and reading English at CEFR Level C2 or ILR Level 5.
- At least 3 years of experience in a technical support role, ideally in SaaS.
- Strong written and verbal communication skills.
- Interest in working at a startup and contributing to product development and the roadmap.
- Ability to understand and implement technical workflows quickly.
- Customer-focused approach and enjoyment of providing helpful support.
- Ability to work collaboratively as part of a team.
- Willingness to learn new topics and embrace product developments.
- Availability to work 8:00 AM to 5:00 PM IST, Tuesday through Saturday (40 hours per week).
Nice To Haves
- Experience working with Zendesk.
- Previous experience in a fully remote role with an international team.
- Experience with community, payment, live stream, or content-related products.
- Experience with automation and/or Zapier workflows.
- Experience troubleshooting application logins and/or Single Sign-On flows.
- Familiarity with troubleshooting API issues.
Responsibilities
- Prioritize customer issues across email channels.
- Complete onboarding and eventually provide hands-on support for Circle Plus communities.
- Develop expertise in the Circle product and internal staff admin tool.
- Advise creators on practical solutions as they launch and build their communities.
- Troubleshoot issues across desktop and mobile browsers, the desktop app, Android and iOS apps, and custom branded apps.
- Escalate customer feedback to inform and improve the product.
- Work with engineers and designers to troubleshoot complex issues involving live streams, payments, notifications, events, member management, and other areas.
- Identify trends in customer inquiries and suggest proactive solutions.
- Collaborate with a global team through Notion, Slack, and Zendesk.
Benefits
- Equity in the company with ongoing refresh grants.
- 35 days of paid time off each year.
- Remote-only work with flexibility and autonomy.
- Company retreats twice a year.
- A benefits package supporting health, wellbeing, and professional growth.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
