Junior Customer Support Specialist (Remote) | 100% Remote SaaS Support position with growth opportunity

Process Street
Full_time

📍 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:

  1. Live Screening Call: A live screening call to assess communication skills and cultural fit.
  2. Customer Support Challenge: A practical exercise demonstrating your ability to handle customer inquiries and provide exceptional support.
  3. 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:

  1. Review the Job Description: Carefully read the job description to ensure you meet the required qualifications and understand the role's responsibilities and expectations.
  2. 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.
  3. Prepare Your Portfolio: Curate a portfolio showcasing your customer support experience, problem-solving skills, and communication skills through relevant examples and case studies.
  4. 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.
  5. 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.