Offer summary

Qualifications:

1-2+ years of experience in technical customer support or help desk roles., Strong problem-solving skills and ability to investigate complex issues., Excellent written and verbal communication skills., Customer-first attitude with a detail-oriented mindset..

Key responsibilities:

Respond to customer inquiries via email, chat, and phone.

Troubleshoot product issues and coordinate solutions across departments.

Track, manage, and prioritize support tickets, handling up to 45+ active cases.

Collaborate with internal teams to improve customer experience.

Job description

🛠️ Customer Support Professional | Remote 🌎

Location: Remote (Global applicants welcome)

We build digital solutions that improve lives — and that includes the people behind them.

🔹 About the Role

At Tekton Labs, we’re looking for a detail-oriented and empathetic Customer Support Professional to deliver outstanding support experiences to our global clients. You’ll join a collaborative team dedicated to solving meaningful problems, supporting internal teams, and improving how users interact with our products every day.

This is not just about resolving tickets — it's about creating connections, finding root causes, and helping shape better products.

🎯 What You’ll Do

Respond to customer inquiries via email, chat, and phone

Troubleshoot product issues and coordinate solutions across departments
Perform course and product testing, and work with external content providers when needed
Track, manage, and prioritize support tickets — up to 45+ active cases
Collaborate with internal teams to ensure continuous improvement of customer experience
Participate in cross-departmental meetings and advise colleagues on support processes
Support internal teams via Slack, providing advice and guidance on standard support cases
Contribute to a culture of learning, empathy, and quality support

🧠 What You Bring to the Team

1–2+ years of experience in technical customer support or help desk roles
Strong problem-solving skills and the ability to investigate complex issues
Excellent communication skills — both written and verbal
Comfort with handling multiple conversations and priorities
Passion for learning, detail-oriented mindset, and a customer-first attitude
Ability to collaborate cross-functionally and stay calm under pressure
Willingness to work a rotating weekend on-call shift (approximately once every 8 weeks)

🚀 What to Expect in Your First 90 Days

Day 30: You’ll be handling chat and email support confidently with help from our training and documentation.
Day 60: You'll manage a full support queue and collaborate across teams to solve real customer issues.
Day 90: You’ll be comfortable working via phone support, identifying escalations, and owning solutions.

💰 Compensation, Schedule & Contract

Full-time contractor position (remote)
Monthly compensation: Up to $1,400 USD, based on experience and qualifications
Work schedule: Monday to Friday, from 12:00 PM to 1:00 AM (Pacific Time) with a 1-hour break
Occasional weekend on-call support rotation (approximately once every 8 weeks)
Flexible, collaborative work environment with growth opportunities

🌟 Why Join Tekton Labs?

✨ Work in a people-first, feedback-driven culture
📚 Ongoing learning and development in a fast-paced environment
💬 Supportive team committed to collaboration and excellence
🌍 Global mindset with flexible remote work

📩 Want to help shape meaningful product experiences while growing your career?
Apply now and join the journey at Tekton Labs — we can't wait to meet you! 🚀

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