Customer Support Representative
Full-TimeMidRemoteAugust 10, 20261 min read
Role Summary
As the first point of contact for TxtCart merchants, you'll own the inbound support queue in Intercom, diagnosing issues and delivering fast, accurate, on-brand answers, while the Customer Success Manager owns the ongoing relationship once an account is paying.
Key Responsibilities
- Own the inbound support queue in Intercom, answered with speed, clarity, and empathy
- Hit support KPIs: under 60-second first response, under 2-minute average response, 90%+ CSAT
- Diagnose issues, reproduce bugs, and escalate to product and engineering with full detail
- Spot help-documentation gaps and propose new articles or updates
- Hold brand voice, tone, and accuracy to the same standard on every ticket
- Ask happy merchants for App Store reviews at the right moment
- Flag recurring friction patterns so the team can fix root causes, not just tickets
- Partner with the Customer Success Manager on relationship-level handoffs
Required Skills
- 2+ years in customer support over live chat, email, or a ticketing system
- Excellent written English, clear, typo-free, easy to understand on the first read
- Speed without sloppiness, comfortable running several conversations at once while holding quality
- Hands-on with support tooling: Intercom, Zendesk, Salesforce, Shopify, or similar
- Metrics-minded but human, able to hit response-time targets without sounding scripted
- Comfortable being embedded in a small team, working async without a large org around you
Nice to Have
- Experience supporting ecommerce brands or Shopify merchants
- Familiarity with AI, SMS, or martech platforms
- Experience writing or managing help docs
- Experience supporting multiple product features and user personas at once
Working Hours
Weekly shift schedule (ET): Tuesday 12am–8am, Friday 4pm–12am, Saturday 8am–8pm, Sunday 8am–8pm (40 hrs/week total)
What We Offer
- Fully remote, async-first team
- 90-day review with potential for expanded scope and compensation growth
- Yearly and monthly performance-based bonuses
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