The reason behind the role...

Reporting to the VP of Ops, we are looking for a Customer Support Specialist, which we like to refer them as "Customer Advocate" to be a part of our Customer Support team. Because our software is mission-critical to our customers, our technical support is too. When our customers need help, they often need it quickly, and it makes a real impact on their business. As the first line of communication between our customers and the company, the primary responsibility of this role will be fielding and managing questions and app related issues from customers. This person will need to exercise the ability to continuously problem solve, train others, and work closely with other teams to improve the product and overall customer experience.

Location: Remote! We are based in Atlanta, GA but this role works remotely across the US.

You will...

• Field tier 1 SingleOps customer inquiries by way of phone, email, chat, and our ticketing system
• Directly troubleshoot customer issues and resolve by implementing attainable solutions
• Evaluate and escalate bugs to development as they come to your attention inside the product
• Provide feedback to developing support processes. Your input will ultimately add value for our customers
• Apply technical writing skills in contributing to SingleOps knowledgebase (e.g. FAQs, Help Center, Training Material, Internal Documentation).
• Empathize with customers by taking ownership and reassuring that you will resolve their issues in a thorough, thoughtful, and timely manner
• Work cross-functionally with other members within the organization
• Have the opportunity to grow your career and pursue other opportunities within SingleOps (i.e. Implementation, Customer Success, QA, etc). 

You have...

• A bachelor’s or equivalent experience in lieu of degree
• Previous experience in a high-stress support/customer service role 
• Analytical mindset with strong researching and problem-solving skills
• Applicable technical writing skills
• The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner.
• The ability to multitask and prioritize trouble tickets as they come in
• Clear and concise communication skills

A few ways to stand out, but not required…

• Previous experience in a similar role providing support for a SaaS solution
• Previous experience working for a startup
• Previous experience in chat support
• Previous experience moderating user communities
• Previous experience in the green industry

Additional Information

• Must be available on rotational weekends
• SingleOps offers support coverage for our customers from 8am ET to 6pm ET, so the Customer Advocates have rotating shifts to cover those hours and may differ week to week.

​​The salary range for this role is $50,000 to $55,000 and final offers are determined using multiple factors including experience and level of expertise. For all other locations, the salary range may vary by geographic market and will be determined through the selection and assessment process for this role relative to your experience and our job qualifications. SingleOps complies with applicable law regarding pay transparency.