Customer Support Representative

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $94k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 2%

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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Laurel

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

⚡ Productivity

☁️ SaaS

Productivity • SaaS

Laurel is a company that offers a digital timekeeping solution, enabling users to manage and track their time efficiently. The platform provides a streamlined timekeeping experience through an easy-to-use interface, accessible via signing into their service.

📋 Description

• Become an expert on the Laurel product • Respond to and resolve inbound customer support inquiries via email and messaging • Conduct occasional Zoom calls or screenshares • Resolve common capture, release, and configuration issues using training and documented procedures • Gather evidence and escalate complex or unfamiliar issues • Thoroughly document technical problems and escalate them internally as needed • Educate customers about the product • Stay up-to-date on product changes through team updates, training, and documentation • Understand customers’ needs and preferences and articulate them internally • Contribute to Help Center articles, internal documentation, and scoped support improvements • Flag incorrect or incomplete AI answers and suggest source improvements • Identify patterns across customer conversations and proactively surface improvements to documentation, processes, or the product • Provide clear escalation details to Customer Success, Product, and Engineering • Coordinate next steps and keep customers informed through resolution • Report to Jordan Knott and work with an onboarding buddy • Support Laurel’s 24/7 global customer support operation

🎯 Requirements

• Based anywhere in the United States • 3+ years of experience providing customer support in a SaaS or software environment • Superior written communication skills and ability to explain clearly • Strong problem-solving skills and systematic software investigation • Proven track record of driving high customer satisfaction and following through on issues until fully resolved • Ability to efficiently manage customer conversations and prioritize cases based on urgency and customer impact • Ability to contribute to customer-facing or internal documentation and complete scoped improvement tasks • Proven ability to build strong working relationships in a remote, distributed environment • Ability to learn new software, adapt to product changes, and apply feedback • Ability to manage assigned cases independently after onboarding and ask for help when needed • Ability to work either 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time • Occasional weekend work and rotating holiday coverage may be required • Legally authorized to work in the United States • Laurel is unable to sponsor visas

🏖️ Benefits

• Generous equity • Supplemental benefits • Flexible Paid Time Off policy • Health and wellness programs • Retirement planning options • 401K • Bi-annual, in-person company off-sites • Smart, fun, collaborative, and inclusive team • Opportunity for professional growth and meaningful impact