Great Question is hiring a Customer Support Engineer to further our mission to democratize user research — helping companies get feedback from customers to ensure they build software that people want!

We're a well-funded seed-stage startup, backed by Y Combinator and Funders Club, looking for a customer- and process-obsessed support hero to join our high performing, fast paced, and fully remote team.

This is a remote role open to anyone able to work in North American time zones.

What You’ll Do

Reporting to the Head of Customer Success, you’ll be both the face of technical support for our global user base and the owner of delivering an 11/10 customer experience as we continue to grow. 

This’ll look like:

• Defining a scalable support strategy that drives efficiency and satisfaction as demand increases;
• Responding to questions, bug reports, and feature requests according to SLAs and urgency;
• Participating or leading customer meetings to debug or provide guidance;
• Collaborating with our product and engineering teams on response, resolution and prioritization processes;
• Surfacing patterns in reported issues to the broader team to help identify larger areas of improvement;
• Looking through logs to root cause issues;
• Assisting in building and optimizing product documentation to deflect usability questions; and
• Using our toolstack to report and optimize visibility into customer feedback and needs.

You’ll be joining a small team and will have a direct impact on the company’s maturity and success. So far, we've succeeded by putting the customer first, and we see each interaction as an opportunity to continuously improve the customer experience. 

We’re looking for more than just a support leader — someone that is excited by being part of the foundational team to accelerate growth.

Who we're looking for

We're looking for someone with proven experience in a leadership role in virtual customer support at a SaaS start-up.

You’ll need the following skill sets to be successful in this role:

• 4+ years of virtual (i.e. chat-based) customer support experience at a software-as-a-service (SaaS) company
• Exceptional English communication skills - you’re confident talking to customers no matter the context
• Self-driven - you don’t need anyone to motivate you
• Resourceful - you can run through walls to find a way to achieve your goals
• Impeccable time management and attention to detail
• Experience using a ticketing system
• Experience using a chat bot like Intercom
• Bonus: Experience writing code
• Bonus: Managing and hiring a support team
• As a fully remote team, we're looking for hands-on, experienced candidates who are able to focus on the work and get it done

Benefits

• Competitive salary + equity
• Medical insurance - large company contribution
• Always remote
• Education stipends
• Flexible PTO and holidays
• Offsites, regular team events, virtual gatherings, and more.