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Customer Support Specialist (APAC)

Circle.so

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Posted over 30 days ago...

Join Circle as a Customer Support Specialist and empower online communities with a dynamic remote team

Overview

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No salary declared 😔

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New York

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98% Remote- New York United States

icon Expires

Expires at anytime

Organisation summary

Circle is on a mission to revolutionize online communities by offering an all-in-one platform that combines discussions, live streams, events, chat, courses, and payments. As a fully remote and rapidly growing company, Circle prides itself on empowering a diverse team of over 130 members from 30+ countries to have a meaningful impact in their work and lives. The company values autonomy and outcomes, and celebrates with biannual company retreats at stunning global locations.

Role Summary

  • Be the first point of contact for customer inquiries, providing support and solutions.
  • Become a Circle product expert, advising customers on building their communities.
  • Collaborate with engineers and designers to resolve technical issues.
  • Identify customer trends to enhance the product proactively.
  • Work within a global team using tools like Notion, Slack, and Zendesk.

Role Requirements

  • Alignment with Circle's values and a proficiency in English at CEFR Level C2 / ILR Level 5.
  • 1-2 years of experience in customer support, preferably for a consumer SaaS product.
  • Strong communication skills and keenness to work in a startup environment.
  • Experience with technical workflows, ticketing systems, remote work, and community-oriented products is a plus.
  • API knowledge, automation, and troubleshooting skills are advantageous.

Application Process Details

  • Apply directly on Circle's Careers page, ensuring to communicate any accommodation needs during the recruitment process.

About Us

Circle is building the world’s leading all-in-one platform for online communities. We make it possible for creators, coaches, educators, and businesses to bring together their audience with engaging discussions, live streams, events, chat, courses, and payments — all in one place, all under their own brand.

We’re proud to be a fully remote company of around 130 (and growing!) team members from 30+ countries around the world. We strive to find exceptional talent, empower them to do their best work, and in turn, have a meaningful impact in their own lives. We don’t track hours, but we manage for outcomes in an a-synchronous culture.

Twice a year, we bring the whole company together for incredible company retreats in beautiful places around the world!

About the role

We're looking to expand our customer support team in the Asia–Pacific (APAC) region! This role is the first line of support for our customers --respond to open inquiries, solve complex support problems, and direct Circle customers to the best solutions for their issues. We have a small but mighty support team of 15 dedicated reps across the globe, and a few operations roles. You will definitely have the chance to shine, and make an impact here at Circle.

Please note that this is a 40hr/week full-time permanent role.

Location: Must be in Asia–Pacific (APAC) and able to work approximate business hours for this region.

What you'll be doing

Prioritize customer issues across our email and community channels. Become an expert on the Circle product, along with our internal admin tools. Advise creators on practical solutions as they launch and build their communities. Troubleshoot a wide range of issues across desktop and mobile browsers, along with our Android and iOS mobile apps. Escalate feedback to inform and improve our product. Collaborate with engineers and designers to troubleshoot complex technical issues. Identify trends from customer inquiries to suggest proactive solutions. Collaborate with a global team through Notion, Slack, and Zendesk. Schedule: Must be able to work a fixed schedule with at least one weekend day.

What you'll need to be successful

Strong alignment with our values. Find our values on our career page if you haven’t read up on them yet. You are proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5. 1-2 years of experience in a customer support role. Strong written and verbal communication skills. You are excited to be a part of an early startup with some serious traction. You've supported customers for a consumer SaaS product before. Skilled at understanding and implementing technical workflows at a fast pace. You love understanding customer needs and get satisfaction out of being extremely helpful. You want to be involved in the early days of a startup and have a strong voice to inform product development and our roadmap. You are a team player and thrive in a collaborative work environment. You enjoy learning new topics and are eager to embrace new product developments.

Bonus points

Experience working with a ticketing system (eg. Zendesk). You’ve worked in a 100% remote role before. Experience working with community, live stream, or content-related products. Experience with automation and/or Zapier to create workflows. Experience troubleshooting application logins and/or Single Sign-On flows. Familiarity with API documentation.

The fun stuff

Fully remote: work from anywhere in the world!

Autonomy and trust to do your job: we care about outcomes over everything else.

Paid time away: all employees are given 35 days of PTO annually.

Generous U.S. benchmarked compensation and startup equity no matter where you are in the world.*

Awesome medical coverage with 100% coverage for you and your family, or medical reimbursement options where applicable!*

Home office stipend to help you get up and running.

Learning & development stipend to help you level up your professional skills.

Annual bonus potential for roles that don't already receive variable income or commission.

Company retreats: Twice a year, the Circle team gets together for a fully paid company retreat in incredible places around the world! We’ve had past retreats in Colombia, Portugal, and Mexico, with more planned on the horizon.

Check out our Careers page for more.

*Your role, location and unique circumstance may affect this.

Diversity, Equity & Inclusion

As a fully-remote international company, diversity is baked into our DNA. Here’s how our CEO, Sid Yadav, frames our hiring mission: “let’s find talent in underserved and under-represented corners of the world, set them up to do the best work of their lives, and in turn, change their life.” To achieve this hiring mission, we offer competitive U.S.-benchmarked compensation no matter where someone’s located in the world, and we proactively seek candidates who expand representation of backgrounds, cultures and lived experiences in our teams.

Equal Employment Opportunity

Circle is an equal opportunity employer and as such, we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws.

If you require any accommodations during the recruitment process, please let us know and we will work with you to meet your needs.

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