Remote Customer Success Agent (Night Coverage)

🌙 Night Owls: Shape Customer Happiness from Anywhere

Does your best work happen when the world is quiet and the inbox lights up? Here, you’ll be the heartbeat of customer connection, transforming late-night queries into moments of clarity and confidence. Every conversation is an opportunity to transform a support request into a story worth sharing.

🚀 What You’ll Achieve

• Be the reassuring, human touch that helps customers feel understood, no matter what time it is.
• Solve problems that keep others up at night. Your attention uncovers issues early, turning potential roadblocks into quick wins.
• Shape onboarding journeys that feel effortless, using every chat and call to improve the process for the next client.
• Capture feedback in real time—your insights drive product tweaks and policy updates that ripple across our entire customer base.
• Handle the unexpected with poise. Whether it’s a technical hiccup or a billing mystery, you’ll simplify complex ideas over Zoom, chat, or Slack.

🛠️ Tools, Tech & Workflow

• Work fully remote, using collaboration tools like Slack, Zendesk, Notion, and Zoom to stay connected.
• Own your workflow: manage tickets, track customer history, and escalate issues seamlessly using our customer success platform.
• Dig into help center analytics—your data-driven mindset means no trend goes unnoticed.
• Collaborate with our product and engineering experts to bring innovative features to life, enhance customer success stories, and inform future improvements.
• Utilize real-time messaging to connect with teammates across various regions, making sure every customer receives timely and thoughtful support, no matter where they are.

🤝 Who You’ll Partner With

• Collaborate closely with product managers, engineers, and support pros—everyone’s input matters.
• Act as the voice of our customers, championing their successes and identifying their pain points so that nothing slips through the cracks.
• Mentor new hires and peers by sharing best practices for night coverage and remote customer engagement.
• Join sprint reviews to advocate for process changes and technology improvements that directly impact the customer experience.

✨ What Success Looks Like

• Customers rave about you—their five-star feedback reflects your empathy, patience, and solution-driven mindset.
• You spot patterns before they become pain points, creating documentation or automated workflows that reduce friction for everyone.
• Feedback you capture leads to measurable product improvements. Your impact is evident in reduced churn and increased customer satisfaction metrics.
• You build trust by owning outcomes—following up with customers even after their ticket is closed, just to make sure they’re thriving.
• Team members count on you for clear, concise updates—no one’s left in the dark, no matter the time zone.

💡 Growth & Opportunity

• Night shifts aren’t just about coverage—they’re a launchpad for personal and professional growth. You’ll build deep product expertise and influence decisions that shape how we serve customers globally.
• Learn advanced troubleshooting, remote collaboration skills, and data-driven reporting—all while contributing to a culture of autonomy and trust.
• Chart your own path: whether you want to specialize in customer success, move into product, or become a remote operations leader, you’ll have access to mentorship, training, and new challenges.

🏆 What Sets You Apart

• You simplify what’s complicated. Whether it’s a multi-step troubleshooting process or a billing question, you make it make sense—fast.
• Listening comes naturally. You pick up on what’s said (and unsaid) to deliver tailored solutions, not just canned responses.
• You’re resilient and proactive—spotting issues early, experimenting with solutions, and always keeping your cool under pressure.
• Written and spoken communication is your superpower. You translate technical jargon into friendly, helpful advice that anyone can understand.
• You thrive on autonomy, owning your night shift while knowing you’re part of a global, purpose-driven team.

🌏 The Remote Work Experience

• Work from anywhere that inspires you. All you need is a reliable internet connection, a quiet space, and a passion for helping people.
• Our culture runs on transparency, trust, and regular check-ins—no micromanagement, just support when you need it.
• Join virtual town halls, async standups, and remote team-building events that keep you connected, valued, and in the loop.
• Our remote stack means everything you need—training, documentation, knowledge base, escalation channels—is just a click away.

💰 Compensation

• Annual Salary: $32,500
• Full remote flexibility, with support for home office setup.
• Growth stipends and wellness resources to help you thrive—on and off the clock.

🎯 Let’s Build Meaningful Moments—Together

If you’re energized by the idea of owning outcomes and building relationships—night after night—we’re ready to meet you. Be the reason our customers feel valued, empowered, and understood. Let’s turn late-night support into life-changing moments, together.