Junior Customer Support Specialist (Remote) | 100% Remote SaaS Support position with growth opportunity
📍 Job Overview
- Job Title: Junior Customer Support Specialist (Remote)
- Company: Process Street
- Location: Remote | 9am-6pm Eastern Time
- Job Type: Full-Time
- Category: Customer Support
- Date Posted: 2025-08-01
- Experience Level: Entry-Level (0-2 years)
- Remote Status: 100% Remote
🚀 Role Summary
- Customer-Facing Role: Serve as the primary point of contact between customers and Process Street, addressing inquiries via phone, email, and live chat.
- Customer Advocacy: Advise customers on product usage, track interactions, and communicate customer feedback to internal teams.
- Growth Opportunity: Work with a diverse range of customers, from early-stage startups to Fortune 500 enterprises, and contribute to product improvement.
📝 Enhancement Note: This role offers an excellent entry point into customer support and SaaS, providing opportunities to learn, grow, and make a significant impact on customer experience.
💻 Primary Responsibilities
- Customer Communication: Respond to customer inquiries via email, live chat, and phone, ensuring high-quality support and customer satisfaction.
- Product Guidance: Advise customers on the best way to use the software to meet their needs, and assist prospects during their trial period.
- Customer Success Collaboration: Support Customer Success Managers in dealing with large customers and conduct product demos and onboarding sessions.
- Feedback Collection: Serve as a conduit for customers to communicate product and feature requests to Product Managers and contribute to the Support Knowledge-base.
- Salesforce Management: Track customer interactions and maintain accurate records in Salesforce.
📝 Enhancement Note: This role requires strong communication skills, attention to detail, and a customer-centric mindset to provide exceptional support and drive customer success.
🎓 Skills & Qualifications
Education: Bachelor's degree in a relevant field or equivalent experience.
Experience: 1-2 years of experience in customer support, preferably in SaaS.
Required Skills:
- Excellent written and verbal communication skills in English.
- Strong attention to detail and customer focus.
- Ability to work independently and manage multiple tasks.
- Basic understanding of web and mobile applications.
Preferred Skills:
- Experience with Intercom and Salesforce.
- Familiarity with no-code platforms and workflow automation.
- Knowledge of remote customer support best practices.
📝 Enhancement Note: While specific software experience is not required, a willingness to learn and adapt to new tools is essential for this role.
📊 Web Portfolio & Project Requirements
- Customer Support Portfolio: Demonstrate your customer support experience through case studies, testimonials, or performance metrics from previous roles.
- Problem-Solving Skills: Showcase your ability to troubleshoot and resolve customer issues through real-life examples or case studies.
- Communication Skills: Highlight your written and verbal communication skills through samples of customer interactions, emails, or chat transcripts.
📝 Enhancement Note: As this role focuses on customer support rather than web development, a traditional web portfolio is not required. Instead, focus on demonstrating your customer support skills and experiences.
💵 Compensation & Benefits
Salary Range: $35,000 - $45,000 USD per year (based on entry-level SaaS customer support roles in Central and South America, considering cost of living and regional market standards).
Benefits:
- Unlimited PTO policy.
- Company offsite for team-building and company milestones.
- Regular social events and activities to encourage team bonding.
- Equity for all full-time roles.
- A chance to shape how companies around the world run through the future of no-code automation.
Working Hours: 9am - 6pm EST, with flexibility for maintenance windows and project deadlines.
📝 Enhancement Note: The salary range is an estimate based on regional market research and entry-level SaaS customer support roles. Actual compensation may vary depending on experience and performance.
🎯 Team & Company Context
Company Culture: Process Street values flexibility, autonomy, and human connections, fostering a remote-friendly work environment with a strong focus on team-building and collaboration.
Team Structure: The Customer Support & Success team works closely with customers, providing support and driving success through customer advocacy and feedback collection.
Development Methodology: Process Street follows an Agile development methodology, with a focus on continuous improvement and customer-driven innovation.
Company Website: process.st
📝 Enhancement Note: Process Street's remote-friendly culture and focus on customer success make it an attractive opportunity for entry-level customer support professionals seeking growth and development.
📈 Career & Growth Analysis
Customer Support Career Level: Junior Customer Support Specialist (Entry-Level)
Reporting Structure: Reports directly to the Customer Support Manager, with close collaboration with the Product, Engineering, and Executive teams.
Technical Impact: Influences product development and improvement by collecting and communicating customer feedback, contributing to a better user experience and increased customer satisfaction.
Growth Opportunities:
- Career Progression: Develop your customer support skills and advance to senior or management roles within the Customer Support & Success team.
- Technical Skill Development: Gain experience with no-code platforms, workflow automation, and customer success best practices.
- Leadership Potential: Demonstrate strong performance and leadership skills to take on more responsibilities and mentor junior team members.
📝 Enhancement Note: This role offers significant growth potential, allowing junior customer support professionals to develop their skills, advance their careers, and make a meaningful impact on customer success.
🌐 Work Environment
Office Type: 100% Remote, with a focus on asynchronous communication and autonomous work.
Office Location(s): Central and South America (remote work only).
Workspace Context:
- Remote Work: Collaborate with a global team using various communication and project management tools.
- Team Interaction: Engage with team members through regular virtual coffee chats, games, and storytelling sessions to build strong relationships.
- Work-Life Balance: Enjoy a flexible work schedule with unlimited PTO and a company-wide week off in December.
Work Schedule: 9am - 6pm EST, with flexibility for maintenance windows, project deadlines, and customer support needs.
📝 Enhancement Note: Process Street's remote work environment and flexible work policies enable customer support professionals to maintain a healthy work-life balance while delivering exceptional customer support.
📄 Application & Technical Interview Process
Interview Process:
- Live Screening Call: A live screening call to assess communication skills and cultural fit.
- Customer Support Challenge: A practical exercise demonstrating your ability to handle customer inquiries and provide exceptional support.
- Final Interview: A final interview with the hiring manager to discuss the role, team dynamics, and career growth opportunities.
Portfolio Review Tips:
- Customer Support Portfolio: Highlight your customer support experience, problem-solving skills, and communication skills through relevant examples and case studies.
- Customer Interaction Examples: Provide samples of customer interactions, emails, or chat transcripts demonstrating your ability to handle customer inquiries and provide exceptional support.
Technical Challenge Preparation:
- Customer Support Scenarios: Practice handling various customer support scenarios, focusing on active listening, empathy, and effective communication.
- Product Knowledge: Familiarize yourself with Process Street's no-code platform and workflow automation features to provide accurate guidance to customers.
ATS Keywords: Customer Support, SaaS, Remote Work, No-Code Platform, Workflow Automation, Problem-Solving, Communication Skills, Customer Success, Entry-Level, Growth Opportunity
📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, customer support experience, and cultural fit, with a practical challenge to evaluate your ability to handle customer inquiries and provide exceptional support.
🛠 Technology Stack & Web Infrastructure
Customer Support Tools:
- Intercom: A customer communication platform used for live chat, email, and social media support.
- Salesforce: A customer relationship management (CRM) platform used to track customer interactions and maintain accurate records.
📝 Enhancement Note: As this role focuses on customer support rather than web development, the technology stack is limited to customer support tools and platforms.
👥 Team Culture & Values
Customer Support Values:
- Customer-Centric: Focus on delivering exceptional customer support and driving customer success.
- Empathetic: Understand and address customer needs and concerns with empathy and patience.
- Problem-Solving: Troubleshoot and resolve customer issues efficiently and effectively.
- Continuous Learning: Stay up-to-date with product updates, features, and best practices to provide accurate guidance to customers.
Collaboration Style:
- Asynchronous Communication: Collaborate with a global team using various communication and project management tools.
- Cross-Functional Collaboration: Work closely with Product, Engineering, and Executive teams to communicate customer feedback and drive product improvement.
- Team-Building Activities: Engage in regular virtual coffee chats, games, and storytelling sessions to build strong relationships and foster a collaborative work environment.
📝 Enhancement Note: Process Street's customer-centric culture and focus on continuous learning make it an ideal environment for entry-level customer support professionals seeking to develop their skills and advance their careers.
⚡ Challenges & Growth Opportunities
Technical Challenges:
- Customer Support Scenarios: Handle a wide range of customer inquiries, from basic product questions to complex troubleshooting and issue resolution.
- Customer Expectations: Manage customer expectations and communicate effectively, even when facing difficult or frustrated customers.
- Time Management: Balance multiple customer inquiries and prioritize tasks effectively to ensure timely resolution and high customer satisfaction.
Learning & Development Opportunities:
- Product Knowledge: Deepen your understanding of Process Street's no-code platform and workflow automation features to provide accurate guidance to customers.
- Customer Success Best Practices: Learn and implement best practices for customer success, driving customer satisfaction and retention.
- Leadership Development: Demonstrate strong performance and leadership skills to take on more responsibilities and mentor junior team members.
📝 Enhancement Note: This role offers numerous challenges and growth opportunities, allowing junior customer support professionals to develop their skills, advance their careers, and make a meaningful impact on customer success.
💡 Interview Preparation
Technical Questions:
- Customer Support Scenarios: Practice handling various customer support scenarios, focusing on active listening, empathy, and effective communication.
- Product Knowledge: Familiarize yourself with Process Street's no-code platform and workflow automation features to provide accurate guidance to customers during the interview.
- Customer Success Metrics: Prepare to discuss customer success metrics, such as customer satisfaction (CSAT) scores, net promoter scores (NPS), and customer effort scores (CES).
Company & Culture Questions:
- Customer Support Culture: Research Process Street's customer support culture and values, and be prepared to discuss how you align with their customer-centric approach.
- Customer Success Strategies: Prepare to discuss your experience with customer success strategies and best practices, and how you would implement them at Process Street.
- Team Dynamics: Familiarize yourself with Process Street's remote-friendly work environment and be prepared to discuss how you would collaborate effectively with a global team.
Portfolio Presentation Strategy:
- Customer Support Portfolio: Highlight your customer support experience, problem-solving skills, and communication skills through relevant examples and case studies.
- Customer Interaction Examples: Provide samples of customer interactions, emails, or chat transcripts demonstrating your ability to handle customer inquiries and provide exceptional support.
📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, customer support experience, and cultural fit, with a practical challenge to evaluate your ability to handle customer inquiries and provide exceptional support.
📌 Application Steps
To apply for this Junior Customer Support Specialist (Remote) position at Process Street:
- Review the Job Description: Carefully read the job description to ensure you meet the required qualifications and understand the role's responsibilities and expectations.
- Tailor Your Resume: Highlight your relevant customer support experience, skills, and achievements, focusing on your ability to provide exceptional customer support and drive customer success.
- Prepare Your Portfolio: Curate a portfolio showcasing your customer support experience, problem-solving skills, and communication skills through relevant examples and case studies.
- Research Process Street: Familiarize yourself with Process Street's no-code platform, workflow automation features, and customer support culture to demonstrate your enthusiasm and preparation for the role.
- Submit Your Application: Submit your application through the application link provided in the job listing, including your resume, portfolio, and a cover letter highlighting your relevant experience and enthusiasm for the role.
⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.
Application Requirements
You have 1-2 years of experience working directly with customers, preferably in SaaS. Excellent written and verbal communication skills in English are essential.