Job Overview 

About the Role We are looking for a full-time Customer Support Leader to own and lead customer support for a growing SaaS company serving community organizations. This role is ideal for someone who is highly organized, customer-focused, calm under pressure, and experienced in supporting software users. The right candidate should be comfortable working with CRM-style platforms, helping customers understand workflows, and supporting users who may be working with financial, billing, or accounting-related tools. You will be responsible for making sure customers receive clear, timely, and professional support, while also helping improve internal processes, documentation, and the overall customer experience

Schedule: Monday to Friday, 8:00am - 5:00pm Eastern Time USA

Responsibilities

• Lead day-to-day customer support operations

• Respond to customer questions through email, chat, and support tickets

• Troubleshoot customer issues and guide users through software workflows

• Support customers using CRM and financial tools

• Prioritize and manage support requests to ensure timely resolution

• Identify recurring questions or issues and help create better documentation

• Work closely with product and development teams to report bugs and customer

• feedback

• Help improve support processes, response templates, help articles, and training

• materials

• Ensure customers feel heard, supported, and confident using the platform

• Track support trends and recommend improvements to reduce friction for customers

   

  Ideal Candidate

   

• Has prior experience in customer support, customer success, or support leadership

• Has worked with a CRM, SaaS platform, or customer management system

• Has experience supporting financial products, billing systems, accounting software,

• donation platforms, or payment-related tools

• Has knowledge in Microsoft Excel

• Communicates clearly, professionally, and patiently

• Can explain technical concepts in a simple, customer-friendly way

• Is highly organized and able to manage multiple support requests at once

• Enjoys solving problems and helping customers succeed

• Is comfortable working with non-technical users

• Can work independently in a remote environment

• Is available to work U.S. East Coast hours

What We’re Looking For

• We are looking for someone who can take ownership of customer support and help build a

•  reliable, professional, and scalable support operation. This person should care deeply about

• customer experience, be able to communicate with warmth and clarity, and understand how to

• balance empathy with efficient problem-solving.

• This is a key role for someone who wants to make a meaningful impact at a growing software

• company.

Independent Contractor Perks
Permanent work from home
Immediate hiring
Steady freelance job

Side Note

This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.