Customer Service Rep I - REMOTE

About the role

Product Support is a customer-facing role responsible for helping Cocoon users navigate questions and issues through email and scheduled calls. The role is primarily focused on managing inbound support requests, providing clear and empathetic responses, and ensuring users receive timely, high-quality help. This person will work within a tiered software support model, use tools like Front, Calendly, and Zoom, and handle a daily mix of email tickets and customer calls.

Remote position (PST candidates preferred to work west coast hours).

Responsibilities

• Manage inbound support requests via email and scheduled calls
• Provide clear and empathetic responses to user questions and issues
• Work within a tiered software support model
• Handle a daily support queue of ~30-45 email tickets and ~5-10 calls per day

Requirements

• Customer support / customer service experience, ideally in a software company
• Strong written communication for handling email-based support
• Comfort managing customer calls via phone or Zoom
• Familiarity with tools like Front, Calendly, and Zoom
• Strong empathy and positive customer-facing energy
• Availability during core support hours, 9am-6pm CA time
• Eagerness to learn, especially for entry-level or early-career candidates

Schedule

Core support hours: 9am–6pm California time.