Customer Support Specialist (B2B SaaS) - Part-Time Remote

About Evergreen Support

Evergreen Support is a dedicated customer service agency focused on aiding online businesses, especially those in ecommerce and SaaS sectors. Our strength lies in personalized service, working closely and seamlessly as an extension of our clients' in-house teams. The company was formed from firsthand experience managing and scaling various online enterprises, recognizing that excellent customer support is key to online business success.

Role Overview

We are seeking a part-time Customer Support Specialist primarily managing our B2B SaaS clientele, with occasional duties for B2C or ecommerce accounts. This role involves providing top-tier support through email communication, along with maintaining and sharing updated documentation for support processes. The position is fully remote and requires 10 to 20 hours weekly, with a possibility to shift to full-time after 3 to 6 months.

Key Responsibilities

• Responding promptly and professionally to customer emails, ensuring clear, effective communication to resolve queries and improve customer satisfaction.
• Analyzing technical issues reported by customers, troubleshooting through systematic problem-solving, and escalating as per company protocols.
• Creating and regularly updating comprehensive knowledge base documents to aid both clients and internal teams in resolving common issues.
• Managing multiple email inboxes efficiently by organizing and prioritizing incoming requests to maintain timely reply rates.

Benefits

• Fully remote work between Pacific and Eastern time zones.
• Flexible scheduling with a minimum requirement of 2 hours daily from Monday to Friday, accommodating personal commitments.
• 26 days of paid time off including US federal holidays and a vacation allowance of 10 additional days.
• 401K retirement plan with a 4% company match.
• $800 stipend for home office equipment to ensure all necessary tools are available.

Team and Work Environment

You will collaborate with a small, diverse team of support professionals and interact directly with various business owners and teams, mainly via inbox systems and occasional video meetings.

Ideal Candidate Profile

• Exceptional written and verbal communication skills.
• Strong organizational abilities with a proactive and independent work discipline.
• Comfortable and effective in a remote work setting.
• Adherence to standardized processes with consistent execution.

Additional Considerations

• This role demands adaptability to a variety of tasks and evolving responsibilities within a growing remote company.
• Good communication skills are crucial, as remote coordination is a key working component.

Interview Process

• Initial informal 20-minute phone screen to assess mutual fit and answer questions.
• Detailed 60-minute interview focusing on collaboration, problem-solving, and task management including a live debugging exercise.
• Final 30-minute Q&A session for candidates to clarify any remaining questions and assess company fit.