Junior Customer Support Specialist | Remote | AI SaaS Support

Overview

Process Street is an AI software and compliance operations platform startup from San Francisco. We help our customers build, document, automate, and track recurring workflows. Our platform automates the work, enforces the standards, and proves compliance so our global customers can run their businesses. We service over 3k customers around the world, and are VC-backed by Accel, Salesforce, and Atlassian. Our mission is to make work fun, fast, and faultless for teams everywhere. Our culture values flexibility and a healthy, collaborative remote environment. We communicate asynchronously across 9 time zones, work autonomously, and take ownership of our work. We regularly do coffee chats, game-playing, storytelling, and more to build strong relationships. If you’re entrepreneurial and value impact, ownership, and flexibility we look forward to meeting you! The Opportunity

We’re looking for a Customer Support Level 1 Specialist to join our Customer Support & Success team. You will address inbound customer inquiries via phone, email, and live chat. You will be the primary line of communication between the organization and our customers. You will work with companies ranging from early-stage start-ups to Fortune 500 enterprises from across the globe in nearly every industry. You will help pass customer feedback and challenges to the Engineering, Product, and Executive teams. Even though we’re a global company, this Customer Support Specialist will work 8am-5pm UTC+8. What You’ll Do

Respond to email, live chat, and phone inquiries from existing customers and prospects Advise customers on the best way to use the software to meet their needs Track customer interactions in Salesforce Assist prospects during their trial period to ensure they understand the product functionality Serve as a conduit for customers to communicate product and feature requests to Product Managers Assist our Customer Success Managers in dealing with large customers Contribute to the Support Knowledge-base Conduct product demos for prospects Conduct onboarding and account reviews for existing customers About You

You have experience working directly with customers. At least 1-2 years of experience, preferably in SaaS. You're an excellent communicator. This includes written and verbal English. We’re a 100% distributed team, and writing is our primary method of communication. But you’ll be chatting with customers live too! You pay attention to the details. You know details matter, and you remember that everything you do can improve the customer’s experience in some way. You're obsessed with customer experience. You’re driven by creating an amazing customer experience. Added bonus if you have experience building and maintaining relationships with remote customers. You have a growth mentality. You have a self-motivated approach to learning and development. You love working with technology. We’re building it! This includes both web and mobile applications. Experience with Intercom and Salesforce is a plus! You are available to work 8am-5pm UTC+8. Our Benefits

Unlimited PTO policy – Most take 3-4 weeks, plus major holidays, and a company-wide week off in December. Company offsite – We get together to celebrate milestones and encourage meetups so you can meet teammates around the world. Social time – We regularly do coffee chats, game-playing, storytelling, and more to build connections. Equity for all full-time roles. Generous health insurance – for US employees and their families, including dental and vision plans. EEO & Safety

We are proud to be an equal-opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. Disclaimer : Due to recent recruitment scams, official email communications will come from our domain (@process.st). If you receive messages from someone claiming to represent Process Street but using a different email domain or requesting sensitive information, please proceed with caution and report it to

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