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-Centric: Serve as the primary point of contact between customers and the organization, addressing inquiries via phone, email, and live chat.
  • Feedback Loop: Facilitate communication between customers and internal teams (Engineering, Product, Executive) to improve the product and services.
  • Global Exposure: Work with a diverse range of customers, from early-stage start-ups to Fortune 500 enterprises, across various industries worldwide.
  • Growth Opportunity: Join a VC-backed startup with a strong focus on employee growth and development.

📝 Enhancement Note: This role offers an excellent entry point into the SaaS industry, providing an opportunity to work with a wide range of customers and contribute to product improvement.

💻 Primary Responsibilities

  • Customer Interaction: Respond to customer inquiries via email, live chat, and phone, providing assistance and advice on software usage.
  • Customer Success: Advise customers on the best way to use the software to meet their needs and assist prospects during their trial period.
  • Customer Feedback: Serve as a conduit for customers to communicate product and feature requests to Product Managers.
  • Support Documentation: Contribute to the Support Knowledge-base and conduct product demos for prospects.
  • Customer Relationship: Conduct Onboarding and Account Reviews for existing customers and assist Customer Success Managers in dealing with large customers.

📝 Enhancement Note: This role requires strong communication skills and a customer-centric mindset. The ability to multitask and manage time effectively is crucial for handling multiple customer inquiries simultaneously.

🎓 Skills & Qualifications

Education: A bachelor's degree in a related field or equivalent experience is preferred.

Experience: 1-2 years of experience working directly with customers, preferably in a SaaS environment.

Required Skills:

  • Excellent written and verbal English communication skills
  • Strong attention to detail and customer focus
  • Self-motivated approach to learning and development
  • Experience working with technology, including web and mobile applications
  • Ability to work 9am-6pm EST

Preferred Skills:

  • Experience with Intercom and Salesforce
  • Background in building and maintaining relationships with remote customers

📝 Enhancement Note: While experience with Intercom and Salesforce is a plus, the company is willing to provide training for the right candidate, making this role an excellent entry point for those eager to learn and grow in the SaaS industry.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $45,000 - $60,000 USD per year (Estimated based on industry standards for entry-level SaaS customer support roles in Central and South America)

Benefits:

  • Unlimited PTO policy
  • Company offsite with travel expenses covered
  • Regular social time and team-building activities
  • 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: 40 hours per week, with a flexible schedule within the 9am-6pm EST timeframe

📝 Enhancement Note: The salary range provided is an estimate based on industry standards for entry-level SaaS customer support roles in Central and South America. The company offers a competitive benefits package, including unlimited PTO and equity, to attract and retain top talent.

🎯 Team & Company Context

🏢 Company Culture

Industry: SaaS (Software as a Service) – No-code compliance operations platform

Company Size: 30-50 employees (Small to Medium-sized company)

Founded: 2015

Team Structure:

  • Customer Support & Success (including this role)
  • Engineering
  • Product
  • Executive

Development Methodology:

  • Agile/Scrum methodologies for product development
  • Collaborative and asynchronous communication across teams

Company Website: process.st

📝 Enhancement Note: Process Street values flexibility, autonomy, and strong human connections in its remote culture. The company encourages work-life balance and offers unlimited PTO to support this.

📈 Career & Growth Analysis

Customer Support Specialist Level 1: This entry-level role focuses on handling customer inquiries and passing customer feedback to internal teams. It provides an excellent opportunity to learn about the SaaS industry and the company's products.

Reporting Structure: This role reports directly to the Customer Success Manager.

Technical Impact: While this role primarily focuses on customer support, it plays a crucial part in gathering customer feedback to improve the product and services.

Growth Opportunities:

  • Career Progression: With experience and strong performance, there is potential for growth into more senior customer support roles or transition into other departments, such as Product or Engineering.
  • Technical Skill Development: Working with a diverse range of customers and internal teams provides opportunities to learn about various aspects of the business and develop new skills.
  • Leadership Potential: As the company grows, there may be opportunities to take on more responsibilities and lead a team of customer support specialists.

📝 Enhancement Note: Process Street's remote culture and focus on employee growth make it an excellent environment for individuals looking to build a long-term career in the SaaS industry.

🌐 Work Environment

Office Type: 100% Remote – No physical office location

Office Location(s): N/A (Remote work only)

Workspace Context:

  • Remote Work: Employees work from home or a location of their choice.
  • Collaboration Tools: The company uses various collaboration tools, such as Slack, Zoom, and Google Workspace, to facilitate communication and teamwork.
  • Flexible Schedule: Employees have the flexibility to manage their time and work schedule within the 9am-6pm EST timeframe.

Work Schedule:

  • Standard Hours: 9am-6pm EST, Monday to Friday
  • Flexible Schedule: Employees have the flexibility to manage their time and work schedule within the standard hours.
  • Time Off: Unlimited PTO policy, with most employees taking 3-4 weeks off per year, plus major holidays and a company-wide week off in December.

📝 Enhancement Note: Process Street's remote work environment offers employees the flexibility to work from anywhere, with a focus on maintaining strong communication and collaboration across teams.

📄 Application & Technical Interview Process

Interview Process:

  1. Live Screening Call: The hiring process begins with a live screening call to assess the candidate's communication skills and cultural fit.
  2. Technical Assessment: Candidates may be asked to complete a technical assessment or task, depending on the role.
  3. Final Evaluation: The final evaluation may include a combination of interviews, assessments, and presentations, depending on the role and the candidate's progress through the interview process.

Portfolio Review Tips (N/A for this role):

  • N/A

Technical Challenge Preparation (N/A for this role):

  • N/A

ATS Keywords:

  • Customer Support
  • SaaS
  • Remote Work
  • Communication
  • Attention to Detail
  • Customer Experience
  • Growth Mentality
  • Technology
  • Salesforce
  • Intercom

📝 Enhancement Note: While this role does not require a technical portfolio or challenge, demonstrating strong communication skills, customer focus, and a growth mindset is essential for success in this role.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

  • Customer-Centric: Focus on providing exceptional customer service and support.
  • Proactive Communication: Actively seek customer feedback and address their concerns.
  • Continuous Improvement: Regularly review and improve support processes and workflows.
  • Collaboration: Work closely with internal teams to pass customer feedback and improve the product and services.

Collaboration Style:

  • Asynchronous Communication: The team uses various communication tools to collaborate and stay connected, even when working remotely.
  • Regular Check-ins: Team members have regular one-on-one meetings with their managers to discuss performance, growth, and development opportunities.
  • Cross-Functional Collaboration: The Customer Support & Success team works closely with other departments, such as Engineering and Product, to gather and implement customer feedback.

📝 Enhancement Note: Process Street's remote culture emphasizes strong communication, collaboration, and a customer-centric mindset. The company values employees who are proactive, adaptable, and committed to continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

  • Customer Volume: Handle a high volume of customer inquiries efficiently and effectively.
  • Customer Complexity: Work with customers from various industries and backgrounds, each with unique needs and requirements.
  • Product Evolution: Keep up-to-date with the latest product features, updates, and improvements.

Learning & Development Opportunities:

  • Product Training: Familiarize yourself with the company's products and services to provide accurate and helpful support to customers.
  • Customer Support Best Practices: Learn and implement best practices for customer support and success in a SaaS environment.
  • Soft Skills Development: Improve communication, active listening, and problem-solving skills through daily customer interactions and collaboration with internal teams.

📝 Enhancement Note: This role presents various challenges and growth opportunities for individuals looking to build a career in customer support and the SaaS industry. The company offers a supportive and collaborative work environment that encourages continuous learning and development.

💡 Interview Preparation

Technical Questions:

  • Customer Support Scenarios: Be prepared to discuss how you would handle various customer support scenarios, demonstrating your problem-solving skills and customer-centric mindset.
  • Product Knowledge: Familiarize yourself with the company's products and services to showcase your understanding of the business and the role.
  • Communication Skills: Prepare for questions that assess your written and verbal communication skills, as well as your ability to listen actively and empathize with customers.

Company & Culture Questions:

  • Company Mission: Research the company's mission and values, and be prepared to discuss how you align with them.
  • Remote Work Experience: Prepare to discuss your experience working remotely and how you stay productive and connected in a remote work environment.
  • Customer Support Experience: Be ready to share your previous customer support experience, highlighting the challenges you've faced and the solutions you've implemented.

Portfolio Presentation Strategy (N/A for this role):

  • N/A

📝 Enhancement Note: To prepare for the interview, focus on honing your communication skills, understanding the company's products and services, and demonstrating your customer-centric mindset and problem-solving abilities.

📌 Application Steps

To apply for this Junior Customer Support Specialist (Remote) position:

  1. Submit your application through the application link provided.
  2. Tailor your resume and cover letter to highlight your relevant customer support experience and skills.
  3. Prepare for the live screening call by researching the company, its products, and its remote work culture.
  4. Familiarize yourself with the company's mission, values, and customer support best practices to demonstrate your fit for the role and the organization.

⚠️ 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 should have 1-2 years of experience working directly with customers, preferably in a SaaS environment. Excellent communication skills in written and verbal English are essential, along with a strong focus on customer experience.