CSR 2

Customer Support AgentLocation: Remote Type: Full-Time (8h/day, Mon - Fri, PST) Start Date: ASAP Compensation: $1,000/monthAbout the CompanyA fast-growing education and media company helping entrepreneurs build thriving businesses through digital courses, coaching programs, memberships, live events, and online communities.About the RoleAs a Customer Support Agent, you'll be the first point of contact for clients and community members via Intercom. Your role goes beyond answering tickets you'll actively learn the company's products, systems, and policies to provide clear, empathetic, and solution-oriented support.You'll report to the Client Success Manager but are expected to work independently, take initiative, and keep improving support resources.Key ResponsibilitiesHandle customer inquiries via Intercom in a timely and professional mannerProvide empathetic, clear, and solution-focused responsesTroubleshoot course access, event registration, account updates, and related needsLearn the company's offerings and policies to resolve inquiries confidentlyResearch answers using documentation, past cases, and toolsIdentify recurring issues and suggest improvementsMaintain and update internal knowledge base and FAQsTrack and categorize tickets for reporting purposesCollaborate with team members to streamline workflowsSuccess MetricsSupport ticket response time: < 4 hoursCSAT (Customer Satisfaction Score): 90%Independent resolution: 80% of ticketsContribution to monthly support resource updatesRequirements2+ years in customer service, client success, or community managementExcellent written and verbal communication skills in EnglishStrong empathy and emotional intelligenceProven problem-solving and resourcefulnessHighly organized, detail-oriented, reliable follow-throughExperience with Intercom or similar platformsProactive learner with ownership mindsetScheduleMonday - Friday, 8 hours/day, PST working hoursOccasional evenings or weekends during launches/eventsBenefitsFully remote positionGrowth opportunities in a fast-moving, purpose-driven companyCollaborative, values-driven cultureOriginally posted on Himalayas