Customer Support (Pacific Time)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Support (Pacific Time) in Australia.

Join a fast-growing remote team dedicated to delivering exceptional customer experiences for a leading online community platform. In this role, you will serve as a trusted advisor to users, helping them solve technical challenges, optimize workflows, and successfully grow their communities. You’ll collaborate closely with product, engineering, and design teams to improve customer outcomes and influence platform enhancements. The position offers the opportunity to work in a highly collaborative, globally distributed environment where autonomy, communication, and innovation are highly valued. This role is ideal for someone who enjoys problem-solving, thrives in fast-paced SaaS environments, and is passionate about helping customers succeed. Candidates must be comfortable working Pacific Time hours while operating fully remotely from India.

• Manage and prioritize customer inquiries across support channels, delivering timely and high-quality resolutions.
• Provide hands-on support to community administrators and creators, helping them navigate platform features and workflows effectively.
• Develop deep expertise in the platform’s ecosystem, tools, and integrations to troubleshoot a wide variety of technical and product-related issues.
• Investigate and resolve issues across desktop and mobile environments, including applications, notifications, payments, events, live streams, and member management features.
• Collaborate cross-functionally with engineering, design, and internal operations teams to escalate and resolve complex technical challenges.
• Identify recurring customer pain points and contribute actionable feedback to improve product functionality and user experience.
• Support onboarding initiatives and guide customers toward best practices for building and managing thriving online communities.
• Work closely with a globally distributed remote team using modern collaboration and support tools in an asynchronous work environment.

Requirements:

• 3+ years of experience in technical customer support, preferably within a SaaS or technology-driven environment.
• Exceptional English communication skills, both written and verbal, with the ability to explain technical concepts clearly and professionally.
• Strong troubleshooting and analytical abilities, with experience handling complex customer issues across multiple platforms and devices.
• Ability to learn new systems, workflows, and product updates quickly in a fast-paced startup environment.
• Customer-focused mindset with a passion for delivering outstanding support experiences and building long-term customer trust.
• Strong collaboration and organizational skills, with the ability to work effectively in fully remote and globally distributed teams.
• Comfortable working Pacific Time hours (10:00 AM – 6:30 PM PT, Tuesday through Saturday).
• Experience with tools such as Zendesk, automation platforms, APIs, Single Sign-On troubleshooting, or workflow integrations is considered a strong advantage.
• Previous experience supporting community, content, live-streaming, or payment-related platforms is a plus.

Benefits:

• Competitive salary ranging from $45,000 to $60,000 USD annually, with regular compensation reviews.
• Equity opportunities and performance-based bonus potential where applicable.
• Fully remote work environment with flexibility to work from anywhere.
• Generous paid time off policy, including annual leave and long-term sabbatical opportunities.
• Comprehensive healthcare coverage or reimbursement options depending on location.
• Paid parental leave to support growing families.
• Home office stipend to help create an effective remote workspace.
• Learning and development budget to support ongoing professional growth.
• Opportunity to attend fully sponsored international company retreats and team gatherings.
• High-autonomy culture focused on outcomes, collaboration, and professional impact.