Customer Support Specialist - US market

Customer Support Specialist (Remote, USA - EST Time Zone)

Join GoodBarber's mission to make advanced app technology accessible to everyone.

About the Role

GoodBarber is looking for a proactive, service-oriented Customer Support Specialist to join our U.S. team. In this remote role, you’ll play a key part in helping our customers navigate the entire app-building journey, from initial setup and launch to updates and long-term maintenance.

You’ll assist users in maximizing the value of our platform, answering questions, resolving technical issues, and providing expert guidance tailored to each client’s needs. You’ll also collaborate with our development teams to escalate and resolve more complex issues, acting as a bridge between users and product teams. In all of this, you’ll serve as a key representative of GoodBarber, helping shape the customer experience and build long-term trust.

We're looking for someone who is self-motivated, solutions-focused, and thrives in a remote work environment. If you’re passionate about tech, enjoy problem-solving, and love helping others succeed, we’d love to hear from you.

• Native-level fluency in English (written and spoken); additional languages are a plus.

• Experience in a customer support, client services, or other user-facing role.

• Strong written and verbal communication skills, especially when supporting non-technical users.

• Excellent problem-solving skills and attention to detail.

• Proven ability to work independently with autonomy, especially important given time zone differences.

• Ability to work effectively both independently and collaboratively in a remote team environment. We use tools like Slack, Zoom, Confluence, and Jira to stay connected and aligned.

• Strong team spirit and collaboration mindset, you're comfortable proactively communicating, contributing to shared goals, and supporting teammates in a remote setting.

• Active listening skills and a genuine commitment to customer success.

• A sense of initiative and curiosity, eager to learn and grow.

• Comfortable working in a fast-paced, remote-first environment.

• Technical aptitude and a strong willingness to learn are essential. Prior experience with SaaS platforms, mobile apps, or web concepts is a plus but not required – comprehensive training will be provided.

Key Responsibilities

• Provide responsive, friendly support to users via email and help desk tickets.

• Understand and interpret customer needs, from simple usage questions to complex technical issues.

• Offer step-by-step guidance on how to use platform features and configurations effectively.

• Investigate and document technical issues, collaborating with our development team when needed.

• Proactively manage support requests, prioritize workloads, and follow up with users.

• Help users achieve their goals by educating them on how to get the most out of GoodBarber.

• Collect and report on customer feedback, bugs, and feature requests.

• Contribute to internal knowledge bases and improve support documentation.

• Participate in team initiatives to enhance product quality, processes, and customer satisfaction.

Location: Remote - EST Time Zone - USA

You’ll join a global team of 40+ professionals across offices in Ajaccio (France), Coimbra (Portugal), and New York City (USA).

Benefits and Perks: 

• Competitive Salary: Offering a range of $38,000 - $43,000 USD annually, based on your skills and experience.

• All-Expenses-Paid Onboarding: Two-month immersive training program at our HQ in Ajaccio, Corsica, including paid travel and accommodation.

• Comprehensive Insurance: Health, dental, and vision coverage.

• Generous Paid Time Off (PTO): 25 days of paid time off annually.

• Annual Company Trip: An opportunity to join our exciting company-wide gathering in Europe each year.

• Global Culture: Be part of a diverse, collaborative, and passionate international team.

• Top-Tier Equipment: MacBook Pro and accessories provided to support your success.