# Customer Support Specialist

**Company:** [Cluely](https://hotfix.jobs/companies/cluely)
**Location:** Remote
**Role:** Customer Support
**Salary:** $15 – $25/hr
**Skills:** Intercom, Slack, Stripe, Customer Support, Problem Solving, Inbox Management
**Posted:** 2025-11-30

> Handles customer support tickets via Intercom, resolves issues, processes refunds with Stripe, escalates technical problems via Slack, and shares customer insights for product improvement in a part-time remote role.

## Job Description

## What You'll Do

- **Managing Customer Communications**: Monitor and respond to all incoming customer support tickets through Intercom during your shift, maintaining our commitment to responsive, helpful service
- **Problem Resolution**: Assess each customer inquiry and determine the appropriate course of action—whether it's providing a solution directly, processing a refund, or escalating to engineering
- **Processing Refunds**: Handle refund requests efficiently through Stripe when appropriate, ensuring customers have a smooth experience even when things don't work out
- **Engineering Escalation**: Identify technical issues that require engineering attention and communicate them clearly to our development team through Slack, serving as the customer's advocate
- **Inbox Management**: Work toward inbox zero by the end of each shift, ensuring no customer is left waiting for a response
- **Customer Insights**: Share valuable feedback and patterns you observe from customer interactions that could inform product improvements

## What We're Looking For

- Startup Enthusiasm: A genuine passion for the startup ecosystem and excitement about being part of a growing company where your work directly impacts the business
- **Communication Skills**: Clear, empathetic written communication abilities that help customers feel heard and supported
- **Problem-Solving Mindset**: The ability to quickly assess situations and determine the best path forward, whether that's resolving an issue independently or knowing when to escalate
- **Technical Comfort**: Confidence using customer support tools and the ability to learn new platforms quickly
- Reliability: Consistency in showing up for your scheduled shift and maintaining our high standards for customer care
- Customer Empathy: A natural inclination to put yourself in the customer's shoes and advocate for their needs
- Independence: The ability to work autonomously and make good judgment calls without constant oversight

## Tools You'll Use

- **Intercom**: Our primary customer communication platform where you'll manage all support tickets
- **Slack**: For internal communication and escalating issues to our engineering team
- **Stripe**: For processing refunds when necessary

## Compensation

$25/hour, 10:00 AM - 2:00 PM ET (Monday-Friday) and/or Saturday & Sunday

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**Apply:** https://hotfix.jobs/jobs/2815f3f9-daa7-4497-b765-776799d87ac5
**Canonical:** https://hotfix.jobs/jobs/2815f3f9-daa7-4497-b765-776799d87ac5