[Remote] Technical Customer Support Representative
Note: The job is a remote job and is open to candidates in USA. Skool is a mission-driven company focused on education and online communities. Skool is seeking a Technical Customer Support Representative to support creators by troubleshooting complex technical issues, investigating bugs, analyzing support trends, and collaborating with Engineering to improve the product and customer experience.
Responsibilities
- Provide support to creators via email (no phone or live chat)
- Investigate technical issues and bugs using tools like Help Scout, Grafana, Lightdash, Stripe, and internal tooling
- Work closely with Engineering to troubleshoot and resolve complex customer issues
- Reproduce bugs and write clear, actionable bug reports
- Analyze trends across support cases to identify opportunities for product improvements
- Create and maintain internal documentation and troubleshooting guides
- Take ownership of customer issues from investigation through resolution
- Help improve support processes and contribute to a world-class customer experience
Skills
- You are able to work our open shift of 11:00 AM – 7:00 PM PDT, Wednesday through Sunday
- You have experience supporting complex SaaS products and handling technical customer escalations
- You have experience investigating technical issues using tools like Help Scout, Grafana, Lightdash, Stripe, or similar support and observability platforms
- You have exceptional written communication skills and can explain technical concepts clearly
- You enjoy investigating problems, identifying root causes, and collaborating with engineers to translate customer issues into actionable bug reports and technical solutions
- You are highly organized, detail-oriented, take ownership, and thrive working independently while managing multiple priorities
- You are curious about how systems work, continuously look for ways to improve processes, and have a customer-first mindset
- Familiarity with the creator economy, online communities, or coaching and education businesses
Benefits
- 100% remote position
- Fully covered medical, dental & vision insurance (including dependents)
- 401(k) matching
- Work-life balance
Company Overview