Customer Support & Administrative Assistant

Role Type: Full-Time | Remote
Schedule: 9:00 AM–5:00 PM Pacific Time, Monday–Saturday
Engagement: Long-Term

Job Overview

We are seeking a reliable and highly organized Customer Support & Administrative Assistant to manage day-to-day customer inquiries and provide administrative support for a growing software company serving TikTok affiliates and creators.

The primary responsibility will be handling customer support through email, ensuring customers receive timely, professional, and helpful responses. During periods of lower support volume, the assistant will also support general administrative and operational tasks.

The ideal candidate has excellent written English, strong customer service experience, and the ability to work independently in a fast-moving startup environment.

Key Responsibilities

Customer Support

• Monitor and respond to customer inquiries primarily through email.
• Provide clear, professional, and timely responses to customer questions.
• Troubleshoot basic customer issues and determine when escalation is required.
• Follow established support processes while identifying opportunities to improve them.
• Maintain a positive and professional customer experience.
• Track recurring issues and communicate trends or concerns to the founder.

Administrative Support

• Assist with day-to-day administrative and operational tasks.
• Maintain accurate customer and support records.
• Organize information, documentation, and internal workflows.
• Assist with basic data entry, research, reporting, and other assigned tasks.
• Support the founder with operational tasks during periods of lower customer-support volume.

Operations & Communication

• Work independently while maintaining consistent communication with the founder.
• Manage multiple priorities and ensure customer requests do not fall through the cracks.
• Learn the company's software, processes, and customer workflows quickly.
• Help establish a structured 9 AM–5 PM customer support operation.

Requirements

• 2+ years of customer service, customer support, administrative, or similar experience.
• Excellent written and spoken English.
• Strong written communication skills with a professional, natural tone.
• Experience handling customer inquiries through email or ticketing systems.
• Strong attention to detail and organizational skills.
• Ability to manage multiple conversations and tasks simultaneously.
• Comfortable working independently with limited supervision.
• Strong computer skills and ability to learn new software quickly.
• Reliable internet connection and a suitable remote-work environment.

Preferred Qualifications

• Experience working for a SaaS/software company or technology startup.
• Experience supporting e-commerce, social media, TikTok, creators, or affiliate marketing businesses.
• Familiarity with customer support platforms, CRMs, help desks, or similar tools.
• Experience working with U.S.-based customers.
• Previous remote-work experience.

Ideal Candidate

The ideal candidate is customer-focused, highly reliable, and exceptionally strong in written English.

You should be comfortable taking ownership of customer inquiries, solving problems independently, and representing a growing software company professionally.