Customer Support Specialist

Job description

Location: Remote Type: Part-Time Compensation: $25/hour Hours: 10:00 AM - 2:00 PM ET (Monday-Friday) and or Saturday & Sunday ABOUT THE ROLE Cluely is seeking a Customer Support Specialist who thrives in a fast-paced startup environment and wants to play a meaningful role in shaping product direction through direct customer interaction. This is more than just a support position—it's an opportunity to serve as the crucial bridge between our customers and our product team, giving you real influence over how Cluely evolves to meet user needs. In this role, you'll be responsible for managing our customer support inbox through Intercom, ensuring every customer inquiry receives a timely and thoughtful response. Your primary objective will be to achieve inbox zero each day by resolving customer issues efficiently—whether that means processing refunds through Stripe, providing helpful guidance, or escalating technical issues to our engineering team via Slack. WHAT YOU'LL DO Your day-to-day responsibilities will include: - Managing Customer Communications: Monitor and respond to all incoming customer support tickets through Intercom during your shift, maintaining our commitment to responsive, helpful service - Problem Resolution: Assess each customer inquiry and determine the appropriate course of action—whether it's providing a solution directly, processing a refund, or escalating to engineering - Processing Refunds: Handle refund requests efficiently through Stripe when appropriate, ensuring customers have a smooth experience even when things don't work out - Engineering Escalation: Identify technical issues that require engineering attention and communicate them clearly to our development team through Slack, serving as the customer's advocate - Inbox Management: Work toward inbox zero by the end of each shift, ensuring no customer is left waiting for a response - Customer Insights: Share valuable feedback and patterns you observe from customer interactions that could inform product improvements WHAT WE'RE LOOKING FOR The ideal candidate will bring: - Startup Enthusiasm: A genuine passion for the startup ecosystem and excitement about being part of a growing company where your work directly impacts the business - Communication Skills: Clear, empathetic written communication abilities that help customers feel heard and supported - Problem-Solving Mindset: The ability to quickly assess situations and determine the best path forward, whether that's resolving an issue independently or knowing when to escalate - Technical Comfort: Confidence using customer support tools and the ability to learn new platforms quickly (we use Intercom, Slack, and Stripe) - Reliability: Consistency in showing up for your scheduled shift and maintaining our high standards for customer care - Customer Empathy: A natural inclination to put yourself in the customer's shoes and advocate for their needs - Independence: The ability to work autonomously and make good judgment calls without constant oversight TOOLS YOU'LL USE - Intercom: Our primary customer communication platform where you'll manage all support tickets - Slack: For internal communication and escalating issues to our engineering team - Stripe: For processing refunds when necessary