Weekend Customer Support Specialist (APAC, LATAM)

Who We Are

Replo helps businesses build websites on the internet. We started in e-commerce, and grew from 0 → 1000+ customers in less than 6 months. We’re a seed stage company with Series A+ metrics backed by awesome investors including YCombinator, Figma, etc. Our goal is to create a single platform for businesses to design, develop, and market content on the internet.

For more information about us, please visit Careers at Replo

Location

APAC, or LATAM

We prefer folks to work during typical working hours in their location to prioritize folk's health and happiness.

Hours

Ability to work the hours of 5pm PST - 1am PST required AND North American TZ weekends.

Our ideal schedule for this role is Wednesday through Sunday, with Monday/Tuesday off.

Job Description

Join our tight-knit and fully remote team building out a no-code tool in the ecommerce space. As an early member of Replo you’ll help create awesome experiences for our customers over chat, and email support. As a first point of contact with our community you’ll help capture critical feedback that drives our app development.

You will

• Answer customer inquiries via chat, and email

• Document and advocate for customer feedback

• Generate high-quality educational resources for our users

• Work collaboratively with tier 2 support and engineers to triage, and resolve technical issues

Background experiences we’re excited about

• 1+ years of previous early-stage SaaS support work, with a bonus for working with a technical product or in the Shopify space

• Experience working with support tools like Zendesk, Nolt, Slack, and Retool

• Experience working remotely on a global team

This role might be a good fit if you

• Are self-motivated and comfortable working asynchronously

• Can empathize with users and quickly grasp the issues they’re facing

• Can turn customer pain points into insightful product feedback

• Love constantly learning about a technical product, even when it’s a little out of your depth

• Thrive in an early-stage startup environment with less stability and more ambiguity

We’re looking for folks who are or have

• Clear and proficient in written communication in English

• Empathetic, positive, patient, and excited to help users' solve their pain points

• Organized, reliable, independent, and productive

• Comfortable with CSS, HTML and other web development topics

• Aware of what goes into building and improving a software product

• Experienced in providing fast-paced support in a high-growth startup