Customer Support Specialist - Circle

About Us

Circle is building the world’s leading AI-powered, all-in-one platform for digital businesses. We make it possible for creators, coaches, educators, and businesses to bring together their audience with engaging discussions, live streams, events, chat, courses, and payments — all in one place, all under their own brand.

We’re proud to be a fully remote company of around 270 team members from 30+ countries around the world. We collaborate across time zones, are highly async, and like to document a lot. Twice a year, we bring the whole company together in beautiful places around the world for our company offsites.

About the Role

We're looking to expand our customer support team! This team is the first line of support for our customers at Circle. We respond to open support inquiries, solve complex problems, and work directly with our customers and internal teams to help find the best solutions to the trickiest challenges.

This is a fully remote, full-time position. Candidates must be available to work 8:00 AM to 5:00 PM IST, Tuesday through Saturday (40 hours per week). This is a requirement of the role.

What You'll Be Doing

• Prioritize customer issues across our email channels.
• Ramp up during an onboarding phase, and eventually provide hands-on support for Circle Plus communities.
• Become an expert on the Circle product, along with our internal staff admin tool.
• Advise creators on practical solutions as they launch and build their communities.
• Troubleshoot a wide range of issues across desktop and mobile browsers, along with our desktop app, Android, iOS mobile apps, and our custom branded app.
• Escalate feedback to inform and improve our product.
• Collaborate with engineers and designers to troubleshoot complex technical issues across live stream, payments, notifications, events, member management, and more.
• Identify trends from customer inquiries to suggest proactive solutions.
• Collaborate with a global team through Notion, Slack, and Zendesk.

What You'll Need to Be Successful

• Strong alignment with our values.
• Proficiency in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5.
• 3+ years of experience in a technical support role, ideally in SaaS.
• Strong written and verbal communication skills.
• Excitement to be part of a high-traction startup with a strong voice in product development.
• Skill at understanding and implementing technical workflows at a fast pace.
• Passion for understanding customer needs and finding satisfaction in helping others.
• Strong team player who thrives in a collaborative environment.
• Enjoyment for learning new topics and eagerness to embrace new product developments.

Bonus Points

• Experience working with Zendesk.
• Previous experience in a 100% remote role with an international team.
• Experience working with community, payment, live stream, or content-related products.
• Experience with automation and/or Zapier to create workflows.
• Experience troubleshooting application logins and/or Single Sign-On flows.
• Familiarity with troubleshooting API issues.

Compensation & Benefits

• U.S.-benchmarked compensation globally
• Equity in the company with ongoing refresh grants
• 35 days of paid time off each year
• Company retreats twice a year in destinations around the world
• Benefits package supporting health, wellbeing, and professional growth