Customer Support (Pacific Time)

About Us

Circle is building the world's leading all-in-one platform for online communities. We make it possible for creators, coaches, educators, and businesses to bring together their audience with engaging discussions, live streams, events, chat, courses, and payments — all in one place, all under their own brand.

We're proud to be a fully remote company of around 200 (and growing!) team members from 30+ countries around the world. We seek exceptional individuals around the world, set them up to do the best work of their lives, and in turn, create a meaningful impact in their own lives. We don't track hours, but we do manage for high expectations very closely. We collaborate across time zones, are highly async, and like to document a lot.

Twice a year, we bring the whole company together in beautiful places around the world for our company offsites. So far, we've hosted offsites in Turkey, Portugal, Mexico, Thailand, Colombia, Italy, Ireland, and more, with still more to come!

About the role

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 10:00 AM to 6:30 PM Pacific Time, Tuesday through Saturday (40 hours per week). This is a requirement of the role.

We welcome candidates with a range of experience levels – your title will be Customer Support Specialist or Senior Customer Support Specialist, depending upon experience and interview performance.

What you'll be doing

• 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.

What you'll need to be successful

• 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 C2 level.
• 3+ years of experience in a technical support role, ideally in SaaS.
• Strong written and verbal communication skills.
• You are excited to be a part of a startup with some serious traction, where you will have a strong voice to inform product development and our roadmap.
• You're skilled at understanding and implementing technical workflows at a fast pace.
• You love understanding customer needs and providing effective solutions.