Customer Support Representative

🕒 August 20

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $50k - $55k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 17%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Guidebook Inc.

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2011

☁️ SaaS

🤝 B2B

💰 Series A - Guidebook on 2018-03

SaaS • B2B

Guidebook is a company that builds digital, web and mobile interface components for events and organizations. The provided assets show Guidebook as a “Premium Partner with Slate” and include UI/CSS for embeddable widgets, rainbow-styled borders and text, overlay modals, responsive behavior, and a fixed in-page app card — indicating a product that delivers customizable front-end experiences (likely for event guides, in-app widgets, or microsites). Guidebook appears to offer software components and integrations aimed at organizations that need branded, embeddable web/mobile experiences.

📋 Description

• Own a queue of customer tickets, join phone/video calls when needed, resolve issues, escalate thoughtfully, and write clear, warm responses • Become fluent in Guidebook’s Builder CMS and broader product suite • Identify customer-experience trends and surface improvement opportunities to Product and Engineering • Monitor the queue for critical issues on assigned weekends • Improve AI tooling by evaluating answers, maintaining documentation, and providing feedback • Build collaborative relationships across Customer Success, Sales, Product, and Engineering • Translate customer issues and insights into actionable recommendations • Serve as an EDU domain expert and consultative advisor to drive customer success

🎯 Requirements

• 1+ years of professional experience in SaaS support, customer success, or similar customer-facing role • Outstanding written and verbal communication skills • High attention to detail and strong organization skills • Exceptional time & task management across multiple systems and tools • Skilled at collaborating with a remote team working across multiple time zones • Experience with Zendesk, Fin (Intercom), Claude, Slack, Jira, Salesforce, and any modern CMS is a plus, but not required • Familiarity with the events industry or higher education space is a plus, but not required • Resume, cover letter, and a video no longer than 5 minutes are required with the application

🏖️ Benefits

• 100% paid benefits: medical, dental, and vision • Short-term and long-term disability • Unlimited vacation time • 401(k) program with matching benefits • Stock options • Awesome company culture and fun virtual hangouts • MacBook and accessories to make you comfortable working from home • Awesome annual company retreats