Junior Customer Success Representative

Role Overview

Junior Customer Success Representative (Customer Success)

• Team: Customer Success
• Reports to: CS Lead
• Level: Entry-level / early-career
• Location: Fully remote, globally distributed

What You Will Do

Rotate through and eventually own pieces of all four areas:

1. Customer Support
   • Be the first human contact for unclear, broken, or critical customer issues.
   • Resolve deliverability, configuration, and platform questions quickly and accurately.
   • Manage conversations in Intercom and convert one-off questions into reusable answers.
   • Use the product as customers do, then intentionally break it to find issues.
   • Catch bugs/edge cases/confusing flows; file clear, reproducible reports for engineering.
   • Identify patterns from customer conversations and surface them for prioritization.
2. Platform QA
   • Find and report confusing flows, edge cases, and platform failures before customers experience them.
   • Provide engineering-ready bug reports to reduce back-and-forth.
3. Product Direction
   • Translate customer signals into actionable product feedback the team can prioritize.
4. Knowledge Base Creation
   • Build and maintain documentation, guides, and help content that scales.
   • Turn recurring questions into articles for customer self-serve.
   • Treat the knowledge base like a living product, not an afterthought.

Who This Is For

• Early in your career and eager to learn quickly
• Comfortable with ownership and discomfort over comfort
• Clear writing and systems thinking
• Curious about how software works
• Interested in startup experience at a company that is already profitable

Requirements

• Strong written communication (you will live in writing)
• Genuine curiosity and a bias toward figuring things out yourself
• Comfort with ambiguity; willingness to own outcomes
• Fluency in English (written and spoken)

Nice to Have

• Exposure to SaaS, email, marketing, or technical products
• Any evidence you can self-teach complex tools
• Spanish or Portuguese (plus for the distributed team)

Benefits / Working Style

• Fully remote and globally distributed
• Hire for talent, not timezone
• High-leverage work and ownership culture