Position: Technical Customer Service Representative
Type of Contract: Independent Contractor
Working Hours: Tuesday-Saturday 1pm through 9:30pm EST. | Sunday and Monday OFF (1 more schedule to be defined)
Salary Range: $1.500 - $2.000 USD monthly

About Our Client

Our client is a venture-backed startup offering a unified cloud platform that integrates CRM, POS, and analytics, purpose-built for jewelry retailers.

Their customers are independent and multi-location jewelry stores that run their entire business on the platform. When something does not work, a store’s day stops. Support is one of the most visible parts of the product, and the team is held to a CSAT bar above 96%.

About the Role

We are seeking a highly adaptable, detail-obsessed, and technically curious Technical Customer Service Representative. The role is an even split between customer support (70%) and customer onboarding and implementation (30%).

You will be a primary point of contact for customers, supporting day-to-day product usage while helping new stores launch on the platform. The work requires close coordination with Product, Engineering, Sales, and Customer Success, and the ability to hold several onboarding projects moving at once without dropping details.

This is deliberately not a BPO-style role. There is no script for most of what you will handle, requests are often unique and open-ended, and documentation and processes are still being actively built — in part by the people in this role.

Key Responsibilities

Customer Support (≈70%)

Own customer inquiries end to end across mainly email and live chat with occasional phone or meeting. A ticket assigned to you stays yours until it is resolved or explicitly handed off with full context.
Verify before advising. Check current documentation and reproduce the issue in the test environment before sending instructions. Confidently telling a customer something incorrect costs more than taking longer to be sure.
Handle complex, non-standard requests that require critical thinking rather than a canned response.
Troubleshoot across the platform and everything connected to it and correctly identify whether an issue is the product, an integration, the hardware, or user error.
Exhaust solutions in the product before escalating. Engineering bandwidth is finite; a good workaround today often beats a perfect fix next month.

Customer Onboarding & Implementation (≈30%)

Support the onboarding of new customers, ensuring a smooth and successful product launch.
Execute onboarding workflows and processes in a highly organized manner.
Coordinate with Engineering, Product, Sales, and Customer Success to ensure all onboarding steps are completed accurately and on time.
Assist with system setup, product configuration, and basic software implementation tasks.
Verify end to end before telling a customer anything is live — requesting credentials, confirming multi-location configuration, and testing the complete flow yourself.
Catch and resolve post-migration data issues before the customer finds them.

Training & Documentation

Conduct product training for new and existing customers, pitched to the customer’s actual level of familiarity rather than an assumed one.
Improve the documentation as you go. If a doc is outdated, incomplete, or does not work as written, correcting it is part of the job.
Keep accurate, current records of customer interactions, onboarding progress, and support activity.

Feedback & Continuous Improvement

Surface recurring issues with evidence — ticket counts, patterns, and customer impact, not just impressions.
Bring customer feedback back to Product and Engineering in a form they can act on.
Propose process and tooling improvements where you see repeated friction, and help build the process rather than waiting for one.

Requirements

2+ years in customer support for a software or technology product. Startup or small, unstructured team experience is strongly preferred over large call-center or BPO backgrounds.
Demonstrated ability to learn complex software quickly. CRM/POS knowledge is a plus, but becoming genuinely fluent in an unfamiliar system within weeks matters more than exposure to any specific product.
Genuinely tech-savvy. Comfortable across admin settings, integration configurations, ticketing systems, spreadsheets, and basic diagnostic tools, and able to reason about how connected systems affect one another.
Exceptional written English. Clear, warm, specific, and correct — able to explain a technical concept to a non-technical user.
Comfort working without a script or rigid playbook in a fast-moving environment where processes change.
Strong ownership instinct. You follow problems through to resolution, flag your own mistakes early, and treat a teammate’s unfinished work as a shared problem.
Sound professional judgment. You know what belongs in front of a customer and what does not, keep internal commentary constructive, and are receptive to direct feedback — ticket quality is formally reviewed on this team.
Reliable high-speed internet, a quiet dedicated workspace, and a headset suitable for customer calls, with consistent availability for the full shift.

The Qualities That Matter Most

Attention to detail. One mis-set permission or one confidently wrong instruction costs more than a slow answer. We would rather you take twenty minutes and be right.
Resourcefulness and creative problem-solving. Many requests have no documented answer. You dig — documentation, sandbox, error text, a workaround in the UI — and then ask a well-formed question.
Organization. You may hold ten to fifteen threads at once plus any additional tasks or projects. Nothing goes quiet, and end-of-shift handoffs are explicit.
Fast learner. Ramp runs roughly eight weeks from shadowing to independent ownership, and knowledge checks continue after that.
Ownership and follow-through

Preferred Profile

Support experience at an early-stage or high-growth tech startup.
Background in software implementation, customer onboarding, or system setup.
Retail, POS, or jewelry-industry experience. Candidates who have worked in a store and moved into a technical role tend to do exceptionally well here — they already understand what a customer is losing when something breaks.
Familiarity with payments, e-commerce integrations (Shopify or similar), or telephony/SMS systems.
Experience writing or maintaining customer-facing documentation or help-center content.
Comfortable working cross-functionally and managing multiple dependencies at once.

SaaS Technical Customer Support Rep - 63941852585