ORDER DESK: CUSTOMER SUPPORT SPECILIST

We view customer support as essential to making a good product. The problems and questions our customers bring to us create the foundation of every project we work on, so everyone in our company is involved in supporting our user base in some way. This ensures all team members stay in tune with our customers and knowledgeable about our product and its usage.

We are committed to diversity and inclusion, ensuring everyone feels safe, comfortable, heard, and valued at work. As a self-funded company, we grow responsibly and focus on creating a useful, accessible product based on customer needs rather than investor demands. We believe remote work is the future, trusting employees to manage their own time while handling time-sensitive support tasks.

We prioritize quality over quantity, avoiding metrics or KPIs to measure success. Instead, we focus on providing stellar support and empathy to our customers. Collaboration and collective decision-making are core to our culture, where we teach and learn from each other daily.

About the Role

This is a full-time customer support position where we primarily communicate with customers through email. This isn’t a typical support role—Order Desk is a technically robust and highly customizable app where gaining proficiency takes time. Our approach to support involves experimentation and creative problem-solving, as each customer presents unique challenges. A normal support ticket here is equivalent to an escalations ticket at another company, making this role ideal for those who love a challenge and are inherently curious.

Order Desk is committed to breaking structural barriers in hiring and driving fair practices. We encourage women and underrepresented minorities (URMs) to apply, even if they don’t meet 100% of the requirements, as research shows these groups often hesitate to apply unless they meet every criterion. If this role aligns with your career goals, we encourage you to bet on yourself and apply.

Responsibilities

• Provide email-based customer support for a technically robust SaaS product.
• Troubleshoot complex software issues through experimentation and creative problem-solving.
• Explain technical concepts in a non-technical way to meet customers at their level of expertise.
• Set appointments and make follow-up calls to educate and onboard new users.
• Work collaboratively with a diverse team to share ideas and problem-solving strategies.

Requirements

• A minimum of 2 years in email customer support in SaaS or combined technical and writing experience (e-commerce or remote experience is a plus).
• Extensive experience troubleshooting complex software issues.
• Strong research, data collection, and analysis skills.
• Ability to concisely explain technical concepts to non-technical users.
• Experience setting appointments and making follow-up calls for user onboarding.
• Fluency in both written and spoken English.
• Ability to work between Pacific Standard Time (US) hours of 9am to 6pm, regardless of your physical location.

Skills

• Experience troubleshooting APIs, JSON, and utilizing application log analysis.
• Sound knowledge of key data flow/transfer protocols such as SFTP and FTP.
• Experience with rule-based automation.
• Analytical and top-notch written communication skills.
• Self-directed and thrives in a remote environment.
• Comfortable navigating new software programs and asking questions to fill knowledge gaps.

Benefits

• Full-time position with a salary of $55,000 USD/year.
• International team members are hired as contractors but considered full-time, permanent employees (responsible for their own tax and statutory deductions).
• 3-4 weeks of flexible paid time off per year, plus six paid national holidays.
• Technology upgrade program and access to wellness and health services.
• Profit-sharing—when the company succeeds, the team shares in that success.
• Annual in-person company retreat.