Customer Support Agent

About The Role

Our customers are developers integrating a social data API into production pipelines, dashboards, and agent workflows. When something fails, they don't want a ticket number and a "we'll get back to you in 48 hours" — they want to know if it's their URL, their credits, a platform outage, or a bug on our side. You'll handle inbound email support: product questions, billing and credit top-ups, integration help, and failed-request investigations. Every API response includes meta.requestId — you'll use that to pull logs, correlate errors, and write replies a developer can act on (often with a corrected curl command or a link to the right doc section). Support volume is still growing. There isn't a 50-person support org or a library of 500 macros yet. You'll help build the operation: spotting repeat questions, drafting internal notes, and pushing doc fixes when the same confusion keeps showing up.

Team & how we work

You sit between customers and a small engineering team. Escalations go to Linear with requestId, timestamps, example URLs, and what you already ruled out. Remote, email-first, async. US/EU overlap preferred — most customers are there — but we don't monitor Slack presence. Reply quality matters more than speed, though developers on a deadline notice both. Some weeks are quiet; some weeks TikTok changes something and the inbox fills up.

What you'll do

• Respond to customer emails about billing, credits, API keys, usage limits, errors, and how to integrate specific endpoints.
• Triage API failures using requestIds, HTTP status codes, error payloads, and our internal logs.
• Write clear replies — copy-pasteable curl fixes, links to docs, honest answers when something is broken on our side.
• Escalate bugs, outages, and doc gaps to engineering in Linear with reproduction steps and context.
• Track recurring themes ("everyone asks about transcript credits") and propose doc updates or macro replies.
• Help maintain lightweight support templates and an internal FAQ as patterns emerge.
• Flag customers at risk of churning or hitting billing confusion before it becomes a refund request.

What we're looking for

• Excellent written English — calm, precise, no corporate filler.
• Technical customer support experience (SaaS, API, or developer tools strongly preferred).
• You can read HTTP status codes, JSON error bodies, and API reference docs without hand-holding.
• Attention to detail — you notice when someone forgot the requestId and ask for it once, clearly.
• Self-directed async work; we're remote and most customer contact is email, not phone or live chat.
• Genuine empathy for developers blocked on a deadline — you've been there or supported people who have.

Nice to have

• Familiarity with REST APIs, bearer tokens, and credit-based billing.
• Experience with Linear, Slack, or similar tools for engineering handoffs.
• Prior support at a small team where you wrote your own macros and doc fixes.
• Basic familiarity with social platforms (TikTok URLs, Instagram handles, etc.) so you can spot obvious user errors.

Benefits

• Flexible hours — Async-first. Ship your work; we don't track screen time or mandate overlap windows unless a role specifically needs it.
• Unlimited PTO — Take the time you need. Give the team a heads-up for longer breaks so support and on-call handoffs stay covered.
• Equipment stipend — Home office setup — desk, monitor, chair, whatever actually makes you productive.
• Learning budget — Courses, books, and conferences tied to your role. Scraping conferences, writing workshops, support tooling — all fair game.
• Health benefits — Health coverage for full-time team members. Details and eligibility depend on location; we walk through it during hiring.

How to apply

• Email jobs@socialfetch.dev
• Put the role title in the email subject line.
• Include a short intro and relevant support experience.
• Mention any developer-facing or API product support you've done.
• Optional: paste an example support reply you're proud of (redact customer details).

We usually reply within a few business days. No recruiters or agencies, please.