Senior Customer Support Associate

📋 Description

• Become an expert on the Laurel product.
• Respond to and resolve inbound customer inquiries during core US business hours (9am–6pm ET).
• Do first-line technical troubleshooting and problem-solving.
• Document technical problems thoroughly and escalate as needed.
• Own strategic projects in Customer Support (docs, internal documentation, and support ops).
• Collaborate cross-functionally with Customer Success, Product, and Engineering to drive resolution of recurring issues.

🎯 Requirements

• 3+ years in SaaS or software customer support.
• Excellent written communication; strong explainer.
• Strong problem-solving; think systematically about software.
• Proven high customer satisfaction and follow-through.
• Work efficiently; set priorities in a high-volume environment.
• Build strong relationships in a remote, distributed team.

🎁 Benefits

• Equity and 401K benefits.
• Bi-annual in-person company off-sites.
• Smart, fun, collaborative, and inclusive team.
• Equal opportunity employer with inclusive culture.
• Opportunity to grow and make a meaningful impact.