Employer description & source details
We're looking to expand our customer support team! This team is the first line of support for our customers at Circle. We respond to open support inquiries, solve complex problems, and work directly with our customers and internal teams to help find the best solutions to the trickiest challenges. We're at the point of our journey where we now have a robust support team of over 30 teammates spread across the entire globe, all aiming to make sure our customers are supported as Circle continues to grow. This is a fully remote, full-time position. Candidates must be available to work 8:00 AM to 5:00 PM IST, Tuesday through Saturday (40 hours per week). This is a requirement of the role. Prioritize customer issues across our email channels. Ramp up during an onboarding phase, and eventually provide hands-on support for Circle Plus communities. Become an expert on the Circle product, along with our internal staff admin tool. Advise creators on practical solutions as they launch and build their communities. Troubleshoot a wide range of issues across desktop and mobile browsers, along with our desktop app, Android, iOS mobile apps, and our custom branded app. Escalate feedback to inform and improve our product. Collaborate with engineers and designers to troubleshoot complex technical issues across live stream, payments, notifications, events, member management, and more. Identify trends from customer inquiries to suggest proactive solutions. Collaborate with a global team through Notion, Slack, and Zendesk. Strong alignment with our values. Find our values on our career page if you haven't read up on them yet. You are proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5 3+ years of experience in a technical support role, ideally in SaaS. Strong