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

📍 Job Overview

Job Title: Junior Customer Support Specialist (Remote)
Company: Process Street
Location: Remote | 9am-6pm Eastern Time
Job Type: 100% Remote
Category: Customer Support
Date Posted: 2025-08-01
Experience Level: 0-2 years
Remote Status: Remote Solely

🚀 Role Summary

Customer-Facing Role: Handle inbound customer inquiries via phone, email, and live chat.
Primary Point of Contact: Serve as the main point of contact between customers and the organization.
Feedback Collection: Gather and communicate customer feedback and challenges to internal teams.
Global Customer Base: Work with customers ranging from early-stage startups to Fortune 500 enterprises across various industries.
Time Zone Consideration: This role requires working 9am-6pm EST, so candidates located in Central or South America are preferred.

📝 Enhancement Note: This role focuses on customer support and success, making it an ideal entry-level position for candidates interested in building a career in customer-facing roles within the SaaS industry.

💻 Primary Responsibilities

Customer Communication: Respond to email, live chat, and phone inquiries from existing customers and prospects.
Customer Advice: Advise customers on the best way to use the software to meet their needs.
Salesforce Tracking: Track customer interactions in Salesforce.
Trial Period Assistance: Assist prospects during their trial period to ensure they understand the product functionality.
Product Feedback: Serve as a conduit for customers to communicate product and feature requests to Product Managers.
Customer Success Support: Assist Customer Success Managers in dealing with large customers.
Knowledge Base Contribution: Contribute to the Support Knowledge-base.
Product Demos: Conduct product demos for prospects.
Onboarding and Account Reviews: Conduct Onboarding and Account Reviews for existing customers.

📝 Enhancement Note: This role requires strong communication skills, attention to detail, and a customer-centric mindset to ensure customer satisfaction and retention.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is required. Relevant coursework or certifications in customer service, communication, or a related field would be beneficial.

Experience: At least 1-2 years of experience in customer support, preferably in SaaS.

Required Skills:

Excellent written and verbal English communication skills.
Strong attention to detail and a customer-focused mindset.
Ability to work independently and manage time effectively.
Proficiency in using web and mobile applications.
Experience with Intercom and Salesforce is a plus.

Preferred Skills:

Experience working remotely and with remote customers.
Familiarity with the SaaS industry and its trends.
Basic knowledge of no-code platforms and workflow automation.

📝 Enhancement Note: Candidates with a proven track record in customer support, strong communication skills, and a passion for customer experience are highly sought after for this role.

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

Not Applicable: This role does not require a web portfolio or project requirements as it is focused on customer support and success rather than web development or server administration.

💵 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 – Most take 3-4 weeks, plus their major holidays, and a company-wide week off in December.
Company offsite – We get together as a whole company to celebrate company milestones and encourage small group meetups so that you can meet your teammates face-to-face around the world.
Social time – Regular coffee chats, games, story-telling, house tours (only if you're comfortable), and more to build connections.
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, working 9am-6pm EST.

📝 Enhancement Note: The estimated salary range is based on industry standards for entry-level SaaS customer support roles in Central and South America. The benefits package is comprehensive and focused on work-life balance and employee well-being.

🎯 Team & Company Context

🏢 Company Culture

Industry: Process Street operates in the SaaS industry, focusing on no-code compliance operations platforms.

Company Size: Process Street is a startup with a global customer base, making it an ideal environment for growth and learning.

Founded: 2015

Team Structure:

Customer Support & Success Team: The Junior Customer Support Specialist will be part of this team, working closely with Customer Success Managers and other Support Specialists.
Product & Engineering Teams: The role involves communicating customer feedback and challenges to these teams.
Remote Work Environment: Process Street is a 100% distributed team, with employees spread across 9 different time zones.

Development Methodology:

Agile methodologies are used for product development and customer support processes.
Customer feedback is integrated into the product development process.
Continuous improvement is a core value at Process Street.

Company Website: process.st

📝 Enhancement Note: Process Street's remote work environment and focus on customer success make it an attractive option for candidates seeking growth opportunities and a customer-centric work culture.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level position in the customer support career path. It provides an excellent opportunity to learn about customer needs, software usage, and troubleshooting.

Reporting Structure: The Junior Customer Support Specialist will report directly to the Customer Support Manager.

Technical Impact: This role has a direct impact on customer satisfaction, retention, and product improvement by addressing customer inquiries and communicating their feedback to internal teams.

Growth Opportunities:

Progression to Senior Customer Support Specialist or Team Lead roles.
Transition to other customer-facing roles, such as Customer Success Manager or Account Manager.
Opportunities to learn and develop skills in no-code platforms, workflow automation, and SaaS industry trends.

📝 Enhancement Note: This role offers a clear career progression path within the customer support and success functions, as well as opportunities to explore other customer-facing roles within the SaaS industry.

🌐 Work Environment

Office Type: 100% Remote – No physical office location.

Office Location(s): N/A

Workspace Context:

Remote work environment with flexible hours and a focus on results.
Collaborative team culture with regular virtual coffee chats, games, and story-telling sessions.
Opportunities to meet teammates face-to-face at company offsites and small group meetups.

Work Schedule: 9am-6pm EST, with a company-wide week off in December.

📝 Enhancement Note: Process Street's remote work environment and flexible hours provide candidates with the opportunity to balance their personal and professional lives while working with a collaborative and supportive team.

📄 Application & Technical Interview Process

Interview Process:

Live screening call to assess communication skills and cultural fit.
Technical assessment or case study to evaluate problem-solving skills and customer support aptitude.
Final interview with the hiring manager to discuss the role, responsibilities, and career growth opportunities.

Portfolio Review Tips: N/A (This role does not require a portfolio)

Technical Challenge Preparation:

Brush up on customer support skills, including active listening, communication, and problem-solving.
Familiarize yourself with common customer support tools, such as Salesforce and Intercom.
Research Process Street's products and services to better understand the company and its customers.

ATS Keywords: Customer Support, Communication, Attention to Detail, Customer Experience, SaaS, Remote Work, No-Code Platforms, Workflow Automation, Salesforce, Intercom

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving abilities, and cultural fit, as these are crucial for success in a customer support role.

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

Not Applicable: This role does not require proficiency in web development or server administration technologies, as it is focused on customer support and success rather than web infrastructure or web development.

👥 Team Culture & Values

Customer Support Values:

Customer-centric mindset, with a focus on providing exceptional customer experiences.
Strong communication skills and active listening to understand and address customer needs.
Attention to detail and a commitment to resolving customer issues promptly and effectively.
Continuous learning and improvement to stay up-to-date with industry trends and best practices.
Collaboration and teamwork to ensure customer satisfaction and retention.

Collaboration Style:

Cross-functional collaboration with product, engineering, and other internal teams to address customer feedback and improve the product.
Regular virtual team-building activities to foster a strong and supportive team culture.
Open communication and knowledge-sharing to ensure everyone is informed and empowered to make decisions that drive customer success.

📝 Enhancement Note: Process Street's customer support team values a customer-centric mindset, strong communication skills, and a commitment to continuous learning and improvement, making it an ideal environment for candidates seeking to grow their careers in customer support.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing a high volume of customer inquiries and ensuring timely resolution.
Troubleshooting software issues and identifying trends to improve the product.
Communicating complex technical concepts to non-technical customers in an easy-to-understand manner.

Learning & Development Opportunities:

Developing expertise in Process Street's no-code platform and workflow automation tools.
Gaining experience in customer support best practices and industry trends.
Building relationships with customers and learning about their unique needs and challenges.
Opportunities to contribute to the Support Knowledge-base and improve internal processes.

📝 Enhancement Note: This role presents technical challenges that require strong problem-solving skills, attention to detail, and a customer-centric mindset. It also offers numerous learning and development opportunities to grow both personally and professionally.

💡 Interview Preparation

Technical Questions:

Describe a time when you had to explain a complex technical concept to a non-technical customer. How did you approach this, and what was the outcome?
How do you prioritize and manage your time when dealing with a high volume of customer inquiries?
Can you walk us through your process for troubleshooting a software issue and identifying trends to improve the product?

Company & Culture Questions:

Why are you interested in working for Process Street, and what do you hope to achieve in this role?
How do you approach building relationships with remote customers, and what strategies have you used in the past to ensure customer satisfaction and retention?
How do you stay up-to-date with industry trends and best practices in customer support?

Portfolio Presentation Strategy: N/A (This role does not require a portfolio)

📝 Enhancement Note: Interview preparation for this role should focus on developing strong problem-solving skills, attention to detail, and a customer-centric mindset. Candidates should also research Process Street's products, services, and company culture to demonstrate their interest and fit for the role.

📌 Application Steps

To apply for this Junior Customer Support Specialist position:

Submit your application through the application link provided.
Tailor your resume to highlight your customer support experience, communication skills, and attention to detail.
Prepare for the live screening call by practicing your communication skills and researching Process Street's products and services.
Brush up on your problem-solving skills and customer support knowledge to excel in the technical assessment or case study.
Research Process Street's company culture and values to ensure a strong cultural fit and alignment with your personal goals and work preferences.

⚠️ 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.

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