Customer Service Rep - REMOTE

*Remote position (PST candidates preferred to work west coast hours)*

Role:
Product Support is a customer-facing role responsible for helping Cocoon users navigate questions and issues through email and scheduled calls.
The role is primarily focused on managing inbound support requests, providing clear and empathetic responses, and ensuring users receive timely, high-quality help.
This person will work within a tiered software support model, use tools like Front, Calendly, and Zoom, and handle a daily mix of email tickets and customer calls.
The ideal candidate is early-career or has 0 2 years of support experience, brings strong customer service instincts, and is eager, positive, and comfortable working in a fast-paced software environment.

Required Skills:
• Customer support / customer service experience, ideally in a software company
• Strong written communication for handling email-based support
• Comfort managing customer calls via phone or Zoom
• Ability to work in a tiered software support model
• Familiarity with tools like Front, Calendly, and Zoom
• Strong empathy and positive customer-facing energy
• Ability to manage a steady support queue, including 30 45 email tickets per day and 5 10 calls per day
• Availability during core support hours, 9am 6pm CA time
• Eagerness to learn, especially for entry-level or early-career candidates