Customer Support Representative (Tier 1)

Employment Type: Full-time, Independent Contractor

Work Model: Remote

Work Hours: US Mountain Standard Time (MST) alignment

Role Overview

We are seeking a motivated, customer-centric Customer Support Representative (Tier 1) to take full ownership of our inbound customer support chat queue. Serving as a foundational hire within our support operations, you will act as the primary voice of our brand—delivering fast, accurate, and empathetic assistance to our growing user base while freeing company leadership to focus on core strategic expansion.

In this role, you will manage real-time user inquiries, troubleshoot common platform issues, maintain clean documentation, and leverage modern chat tools to deliver an exceptional customer experience. As our support infrastructure evolves, you will play a key role in identifying recurring friction points and helping build out our internal knowledge base and support workflows.

Key Responsibilities

1. Real-Time Chat Management & Issue Resolution

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  Inbound Queue Ownership: Manage and respond to high-volume inbound customer support chats via Intercom or adjacent live chat platforms with high speed and accuracy.

  
  


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  Tier 1 Troubleshooting: Diagnose, address, and resolve primary customer inquiries, account access needs, billing questions, and general product usage friction.

  
  


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  Smart Escalations: Identify edge cases, technical bugs, or complex issues, escalating them seamlessly to secondary technical teams or leadership with clear, well-documented context.

  
  

2. Quality Control & Knowledge Documentation

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  Satisfaction & Standards: Maintain high first-contact resolution rates, rapid response times, and excellent customer satisfaction (CSAT) scores across all interactions.

  
  


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  Support Tool Optimization: Provide continuous feedback from front-line customer interactions to help build, refine, and improve internal support macros, FAQs, and help center documentation.

  
  


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  Tool Stack Navigation: Utilize standard operational tools—including web-based email clients, Microsoft Office/Excel, and CRM databases—to track customer records and update account details accurately.

  
  

Required Skills & Qualifications

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  Customer Support Experience: 1–3 years of professional experience in a customer support role, with a strong preference for chat-based or digital support environments.

  
  


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  Platform Proficiency: Hands-on experience navigating Intercom or similar live chat support platforms (e.g., Zendesk, Freshdesk, Drift).

  
  


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  Communication & Speed: Strong written English communication skills with a focus on tone clarity, empathy, and professional grammar. Excellent typing speed and numerical accuracy.

  
  


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  Startup Operating Style: Highly adaptable, proactive, and comfortable operating in a fast-moving, evolving startup environment where processes are continuously refined.

  
  

Preferred Qualifications

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  Prior experience supporting a B2B or B2C SaaS (Software-as-a-Service) or web-based product.

  
  


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  Direct exposure to or familiarity with AI-assisted support tooling (e.g., automated AI bots, smart macro suggestions, or generative text tools).

  
  

Success Metrics (KPIs)

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  Response & Resolution Velocity: Meeting or exceeding target first-response times and resolution benchmarks across the live chat queue.

  
  


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  Customer Satisfaction (CSAT): Consistently maintaining high CSAT ratings and positive customer feedback scores.

  
  


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  Documentation Contribution: Actively identifying customer pain points and contributing actionable entries to internal help center documentation.