Remote Technical Customer Support B2B SAAS company
Company at a glance Virtual Business 360 is a fast-growing SaaS trailblazer reinventing how small-to-midsize companies convert leads, close sales, and run day-to-day operations—all from one AI-powered platform. We fuse CRM, websites, e-commerce, phone, email, SMS, rentals, payments, and deep automations into a single command center that rivals the big names (Salesforce, HubSpot) without the bloat. Headquartered in South Carolina but scaling globally, we’re a scrappy, results-obsessed crew that ships fast, owns outcomes, and celebrates wins together. Why this role rocks
- Be the hero: You’re the first human our customers interact with—your responses set the tone for the entire relationship.
- Cutting-edge toolbox: Work daily with Intercom, GitLab, and AI automations to solve problems faster and smarter.
- Learn & grow: Sharpen SaaS, product, and troubleshooting skills with a clear path toward senior or specialist tracks.
- Remote-first freedom: Work wherever you think best; we care about outcomes, not office seats.
- Tight-knit team: Join supportive peers who openly share knowledge, celebrate wins, and have each other’s backs.
What you’ll do
- Clear the queue: Respond to Intercom chat, email, and phone tickets—maintaining lightning-fast first-response and resolution times.
- Guide new users: Walk fresh accounts through first steps, best practices, and resources so they launch smoothly.
- Troubleshoot like a pro: Diagnose whether an issue is user error, config gap, or a real bug, and record concise GitLab tickets when escalation is needed.
- Follow through: Test fixes in staging, verify in production, and circle back with customers so nothing slips through the cracks.
- Create reusable help: Draft macros, quick replies, and knowledge-base articles that make the next question easier (or disappear entirely).
- Amplify the voice of the customer: Flag recurring pain points and insights to product and engineering so we can keep leveling up.
What makes you a fit
- 2–3 years in a SaaS or tech support role (B2B or SMB focus preferred).
- Comfortable with Intercom—or similar ticketing/live-chat platforms—and eager to master advanced features.
- Basic HTML/CSS familiarity—you can tweak embeds or spot a broken tag without breaking a sweat.
- Strong written & verbal communicator: friendly, clear, and patient under pressure.
- Naturally curious and data-minded: you dig for root causes, notice patterns, and propose improvements.
- Thrive in an all-remote, fast-moving environment with teammates across time zones.
Nice-to-haves
- Exposure to CMS, e-commerce, or marketing-automation tools.
- Familiarity with Zapier, Twilio, or light API troubleshooting.
- Experience creating or maintaining help-center content.
What you’ll get
- Competitive base pay + Commissions based on customer feature penetration.
- Fully remote flexibility—work anywhere in a South Carolina.
- Accrued PTO—start earning paid time off from day one, so your balance grows as you do.
- Annual learning & gear stipend—upgrade your skills or your setup on our dime.
- Quarterly hack-days & optional meet-ups—team up, prototype big ideas, and celebrate wins together.
- A no-jerks, high-ownership culture—transparency, autonomy, and rapid career growth come standard.
Job Type: Full-time Pay: $21.00 - $24.00 per hour Benefits:
- Paid time off
Application Question(s):
- How many years of experience do you have using Intercom for customer support or customer success?
- How many years of experience do you have supporting customers for a software (SaaS) product?
- How many customer conversations (chat, email, or tickets) are you comfortable handling simultaneously?
- Please confirm you are willing to submit the required 60–90 second Loom video introduction as part of the application process.
Work Location: Remote