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Posted over 1 year ago

Who is Aiva?Aiva is a lead conversion platform for real estate agents. We combine technology with best practices for online lead conversion to help real estate professionals get the most out of their online leads.Check out what we do --> does the job entail?As a Customer Support Manager (Remote) at Aiva, you will be the front line of our business and support the entire customer lifecycle from on-boarding new customers, educating existing customers on best practices, helping customers with troubleshoot issues, and making sure that our customers are actively engaged and successful in achieving their goals using our platform.Who is the ideal candidate?Is eager to work in an entrepreneurial environment and help drive innovationEnjoys documenting processes and checklists to deliver a consistently high level of support experienceIs extremely detail oriented and needs to triple check everything to eliminate any chance of human errorHas a skeptical eye of the status quo and is continuously finding ways to improve repeated tasks and processesLoves educating customers about various product features and is eager to help customers succeedCan be very patient with and empathetic to customer needs, and can maintain professional composure in difficult situationsYour Qualifications:have a working understanding of how APIs work and web applications connect with each otherHas a strong command of professional written english and can communicate effectively with clients across North AmericaHas experience supporting SaaS (software as a service) based products via email, chat, and/or phone to customers in the United States and CanadaExperience recording tutorials, “how to” videos, and screencasts to help educate customersExperience with a help desk system like Zendesk, Freshdesk, Help Scout, or any other ticketing systemExperience with a live chat system like Intercom, Zopim, Olark, Live ChatNice to have - experience working in Customer Relationship Management (CRM) and/or residential real estateNice to have - some coding experience and/or working knowledge of how APIs workYour Responsibilities:Prioritize, manage, and resolve inbound customer support inquiries via chat, email, and phoneWrite and maintain external knowledge base articles to allow our customers to help themselvesWrite and maintain internal knowledge base to allow other team members save time when solving common customer support inquiriesCreate educational content such as videos and screencasts to help inform customers about new product features and updatesConsistently deliver a high level of customer satisfaction across a variety of different channelsKeep an eye out for common customer pain points and complaints, and work with our product and sales teams to find sustainable solutionsWhat makes Aiva a great place to work?Our team is entrepreneurial, intelligent, and endlessly curious in our pursuit of building a product that positively impacts the lives and businesses of our clientsOur culture is centered around learning and experimentingWe value efficient team structures: no pointless meetings!Competitive salary, health/dental/vision insurance, 401k with matching, unlimited vacation!