Support Agent (CSR/TSR)

Job Title: Support Agent

Schedule: Monday - Friday, 9 AM – 5 PM EST

Location: Remote. Full-time Compensation: $1,000 - $1,200/month

ABOUT THE COMPANY:

ABOUT THE ROLE:

Support Agents are the first line of support for customers using the company platform and our integrated partner solutions. In this role, you'll provide timely, accurate, and empathetic support to troubleshoot technical issues, answer product questions, and help customers confidently navigate the company and the broader recruiting and HR technology ecosystem.

Successful Support Agents combine technical curiosity with exceptional customer service. They understand that customers often reach out while trying to hire employees, onboard new team members, or resolve time-sensitive workforce challenges. Every interaction is approached with empathy, professionalism, and a genuine desire to help customers succeed.

Support Agents take ownership of transactional customer issues from start to finish while recognizing when collaboration or escalation is needed with Technical Support, Customer Success, Product, or Engineering. They are trusted advisors who build confidence, solve problems, and reinforce the company's commitment to being a valued partner in our customers' success.

WHAT YOU'LL DO

1. Deliver Exceptional Customer Support

• Respond to customer inquiries through email, chat, phone and sometimes zoom.

• Troubleshoot product questions and issues with integrated partner solutions, guiding customers toward the best resolution while sharing product best practices.

• Resolve day-to-day platform issues efficiently while maintaining a high-quality customer experience.

• Clearly communicate next steps, expectations, and resolutions.

• Ensure every customer feels heard, valued, and supported.

2. Be a Product Expert

• Support customers with everyday platform functionality, including:

• Job postings and recruiting workflows

• Job board connectivity and visibility (e.g., Indeed, LinkedIn)

• Employee communication features (SMS, email, surveys, recurring messages)

• Message deliverability and communication troubleshooting (SMS, email, spam filtering, opt-outs, carrier restrictions, and delivery failures)

• Contact imports and employee data management

• HRIS and third-party integration support (e.g., ADP, Paylocity, UKG)

• Reporting, analytics, and platform navigation

• Messaging settings, notifications, and delivery troubleshooting

• General product education and best practices

3. Understand the Customer's Ecosystem

• Develop working knowledge of the technology our customers use every day, including:

• Job boards such as Indeed, LinkedIn, Google Jobs, and ZipRecruiter.

• HRIS and payroll platforms including ADP, Paylocity, UKG, Paycom, BambooHR, Workday, and other company integrations.

• Recruiting workflows, seasonal hiring, employee communications, and hiring best practices.

4. Collaborate Across Teams

• Escalate advanced technical issues to the Technical Support, Customer Success, or Engineering as appropriate.

• Partner with Customer Success on customer adoption opportunities.

• Document product bugs and feedback requests from the customer.

• Contribute to internal support articles, playbooks and process improvements.

OUR SUPPORT PHILOSOPHY

Every customer interaction should reflect our commitment to being:

• Warm, friendly, and approachable

• Empathetic and patient

• Professional and solution-oriented

• Clear, concise, and easy to understand

• Customer-first in every decision

Our goal is to reduce complexity, solve problems quickly, and leave every customer feeling more confident than when they reached out.

WHAT MAKES SOMEONE SUCCESSFUL IN THIS ROLE

The best Support Agents are:

• Empathetic: They genuinely care about helping customers and take the time to understand each customer's situation. They recognize that customers often reach out during stressful moments and respond with patience, kindness, and compassion.

• Passionate about customer success: They are motivated by helping customers solve problems and achieve their hiring and communication goals.

• Customer-centric: They put the customer's experience at the center of every interaction and always look for opportunities to build trust and create a positive experience.

• Curious problem solvers: They enjoy troubleshooting, asking questions, and getting to the root cause of an issue.

• Clear, concise, and thoughtful communicators: They communicate with warmth, professionalism, and empathy while making even complex topics easy to understand.

• Calm under pressure: They remain professional, positive, and solution-focused, even in challenging situations.

• Collaborative teammates:They willingly share knowledge, support one another, and contribute to continuously improving the customer experience.

• Continuous learners:They are eager to deepen their expertise in the company's products, recruiting technology, job boards, HRIS systems, and industry best practices.

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