Customer Support Representative - Chat (Remote - US hours)
At SimpleTexting, we’re seeking a hard-working Customer Support Specialist to help customers troubleshoot tricky (and not-so-tricky) problems all day, every day. The ideal candidate is comfortable switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you’d be the heart and soul of SimpleTexting.
Responsibilities
You’re a superhero, but with a computer instead of a cape. Respond to inquiries and issues via online chat, email, and phone calls to help SimpleTexting customers.
You’ll clarify the customer’s needs, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved. The whole enchilada.
You’ll be a compliance expert - making sure our customers are responsible texters.
Participate in writing excellent help documentation—both for internal use and for our customers
Escalate bugs to our customer technical support team
Work on specialized projects, as you become more comfortable in the role
Become a SimpleTexting power user—before you can support others, you must know the product yourself.
This Role Is For You If
You love to talk, actively listen, and build relationships
You enjoy responding to a customer’s inquiry in the way that makes the most sense. We’re a conversational, human support team, not a scripted one.
You leverage templates efficiently, while ensuring every response feels personal and intentional
Multiple chats happening at once doesn’t make you sweat
You thrive in fast-paced environments
You’re as comfortable hopping on the phone as you are writing super clear emails
Investigating issues when you don’t have enough info to resolve them is your idea of fun
Going above and beyond for customers gives you a warm and fuzzy feeling
You have no shame geeking out about business and technology Required Qualifications
English is your primary language. Secondary languages are a plus.
At least 1 year of experience providing live chat customer support for a software/SaaS platform (or equivalent).
You can translate technical ideas for non-technical audiences
Demonstrable critical thinking, communication, and creative problem-solving skills
Ability to learn new software platforms quickly
Self-starter, positive attitude, ability to continuously develop and adapt to a growing team
Highly organized. You can manage and prioritize several different projects.
Familiarity chat and CRM platforms
Bachelor’s degree, preferably in a related field of study
2+ years in customer support role About Us
SimpleTexting is the leading web-based platform for SMS marketing and business texting. Our software gives organizations the ability to send marketing campaigns, share important alerts, and provide 1-on-1 customer service using text messages. Thousands of organizations in North America rely on SimpleTexting to connect with their audiences. Our clients include Fortune 500 companies, small businesses, nonprofits, healthcare providers, churches, schools, and more. And with a powerful suite of features that includes segments, autoresponders, data collection and analytics, our platform is designed to help businesses start and scale their engagement through SMS.
SimpleTexting is proudly part of Sinch, a leading global Communication Platform as a Service (CPaaS) provider, offering messaging, voice and video communication solutions to a large global customer base. Sinch’s APIs and platform deal with over 145 billion engagements annually. Enterprise customers include 8 out of 10 of the largest US tech companies by market capitalization, major airlines, banks, retail, e-tail, internet, ride-hailing, parcel delivery companies and more
Our values of Dream big, Win together, Keep it simple and Make it happen are what make us successful on our journey to be the global leader in customer engagement for SMBs, so people who feel a connection to these values and like the pace of a fast-growing global company will easily fit into our team. We are committed to building a company that empowers individuals from a diverse set of backgrounds to be their authentic self and bring their values into their work. We know that the more diverse and inclusive we are, the better our success will be.
If you’re looking for the next opportunity in your career and want to work for a growing tech company, then apply now!
Sinch is a global leader in customer communications cloud platforms that enables businesses to connect with customers through mobile messaging, voice, and email. The company powers engaging customer experiences for more than 150,000 businesses, including major enterprises like Google, Uber, PayPal, Visa, and Tinder. Sinch's platform includes an AI-infused Super Network, APIs, and applications that support SMS, rich messaging, voice, and video communication solutions, enabling customer verification, omnichannel campaigns, and reliable, secure customer journey engagement. The company operates a 24/7 support structure serving customers across industries globally.
