Customer Support Representative III

Customer Support Representative - Chat (Remote - US hours) At SimpleTexting, we’re seeking a hard-working Customer Support Specialist to help customers troubleshoot tricky (and not-so-tricky) problems all day, every day. The ideal candidate is comfortable switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you’d be the heart and soul of SimpleTexting. Responsibilities You’re a superhero, but with a computer instead of a cape. Respond to inquiries and issues via online chat to help SimpleTexting customers. You’ll clarify the customer’s needs, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved. The whole enchilada. You’ll be a compliance expert - making sure our customers are responsible texters. Participate in writing excellent help documentation—both for internal use and for our customers Escalate bugs to our customer technical support team Work on specialized projects, as you become more comfortable in the role Become a SimpleTexting power user—before you can support others, you must know the product yourself. This Role Is For You If You love to talk, actively listen, and build relationships You enjoy responding to a customer’s inquiry in the way that makes the most sense. We’re a conversational, human support team, not a scripted one. You leverage templates efficiently, while ensuring every response feels personal and intentional Multiple chats happening at once doesn’t make you sweat You thrive in fast-paced environments You’re as comfortable hopping on the phone as you are writing super clear emails Investigating issues when you don’t have enough info to resolve them is your idea of fun Going above and beyond for customers gives you a warm and fuzzy feeling You have no shame geeking out about business and technology Required Qualifications English is your primary language. Secondary languages are a plus. At least 1 year of experience