SaaS Technical Customer Support Rep - 59021359626

Position: Technical Customer Service Representative
Type of Contract: Independent Contractor
Working Hours: ​​​​​​Tuesday-Saturday 1pm through 9:30pm EST. | Sunday and Monday OFF
Salary Range: $1.500 - $2.000 USD monthly

About the company

Our client is a venture-backed startup that offers a unified cloud platform integrating CRM, POS, and analytics, specifically designed to enhance the operations of jewelry retailers.

About the Role

We are seeking a highly adaptable and tech-savvy Customer Service Representative to join our team. This role goes beyond traditional support—it combines customer support (50%) with customer onboarding and implementation (50%).

You will be the primary point of contact for clients, supporting them through both day-to- day product usage and the onboarding process when launching new customers. This includes coordinating cross-functionally with internal teams such as Product, Engineering, Sales, and Customer Success.

Unlike traditional BPO environments, this role requires someone who thrives in less structured, more dynamic environments, where support requests can be unique, complex, and sometimes open-ended.

Key Responsibilities

Customer Support

- Respond to customer inquiries via phone, email, and chat, resolving issues related to the platform.

- Handle complex and non-standard support requests, requiring critical thinking and problem-solving.

- Troubleshoot technical issues and collaborate with internal teams to resolve themefficiently.

 

Customer Onboarding & Implementation

- Support the onboarding of new customers, ensuring a smooth and successful product launch.

- Execute onboarding workflows and processes in a highly organized manner.

- Coordinate with cross-functional teams (Engineering, Product, Sales, Customer Success) to ensure all onboarding steps are completed accurately and on time.

- Assist with system setup, product configurations, and basic software implementation tasks.

Training & Documentation

- Conduct product training sessions for new and existing clients.

- Maintain accurate records of customer interactions, onboarding progress, and support activities.

Feedback & Continuous Improvement

- Gather customer feedback and share insights with internal teams to improve the product and user experience.

Requirements

- Proven experience in customer support within a tech or software environment (early- stage startup experience is highly preferred).

- Strong understanding of CRM and POS systems, or the ability to quickly learn complex software products.

- Tech-savvy with the ability to navigate and troubleshoot across multiple tools and systems.

- Highly organized, with experience managing workflows, processes, or implementations.

- Excellent communication skills, with the ability to explain technical concepts clearly.

- Ability to work in a fast-paced, evolving environment with minimal scripting or rigid playbooks.

Preferred Profile

- Experience supporting early-stage or high-growth tech startups.

- Background in software implementation, onboarding, or system setup.

- Strong process orientation and attention to detail.

- Comfortable working with cross-functional teams and managing dependencies.

- Proactive problem-solver who can handle ambiguity and open-ended requests.

What We Offer

- A collaborative and innovative work environment within a rapidly growing startup.

- Opportunities for professional development and career advancement.

- Remote work flexibility.