Customer Support Specialist (Remote, Self-Employed)

İş Təsviri

TimelinesAI

We’re looking for a tech-savvy, self-motivated Customer Support Specialist to join our fully remote team at TimelinesAI. This is a premium support position for a fast-growing SaaS company helping businesses manage their WhatsApp communications at scale. You’ll work independently, solve complex customer problems, and collaborate with a global team. Please note: this is a remote-only contractor role — candidates must be able to register and invoice as self-employed in their country of residence.

Role Overview:
We’re hiring a Customer Support Specialist to be the frontline voice for our users. You’ll join a lean, distributed team where our AI bot handles FAQs and multilingual live chat — and you step in for deeper technical issues, high-touch conversations, and live Zoom sessions. You’ll work independently during your shift, handing off open threads to your counterpart at shift end.

You’ll report to the Customer Success Manager, who will be available for escalations.

Position Details:

Remote-only (Worldwide, preferably European time zones)
Self-employed contractor status required (we don’t have a local legal entity)
Full-time, Monday–Friday coverage across core European hours
Multilingual support through AI-powered tools (auto-translation, internal copilots)
Key Responsibilities:

Provide fast, accurate, and friendly support via live chat, email, and Zoom
Investigate complex issues, reproduce bugs, and guide customers through solutions
Collaborate with developers and customers to gather logs, screenshots, and detailed insights
Lead live troubleshooting and demo sessions (often with Sales)
Manage billing and subscription questions, including refunds and proration in Stripe
Use AI tools (ChatGPT, internal copilots) to streamline support responses
Report bugs, feature requests, and usage patterns to Product & Engineering
Meet SLAs and KPIs (first response time, resolution time, CSAT)
Be immediately present on Slack and live chat throughout your shift
Ensure GDPR compliance and data privacy across all customer interactions
Keep the knowledge base updated with new edge cases and tutorials
Requirements:
Must-Have:

1+ year experience in front-line or tier-2 support for a SaaS product
Excellent written and spoken English
A proactive, customer-first mindset with high personal accountability
Stable high-speed internet and a quiet, dedicated workspace
Understanding of GDPR and data privacy responsibilities
Strong troubleshooting ability using browser dev tools, APIs, and web apps
Self-employed status with ability to invoice independently
Strong Advantage:

Experience with platforms like Crisp, Intercom, or Zendesk
Hands-on Stripe experience (refunds, billing, webhooks)
Comfort with Zoom-based customer onboarding or support
Use of AI tools to improve support speed or quality
Additional languages: Spanish, Portuguese, Turkish, German, or French
Nice to Have:

Familiarity with WhatsApp Business API, Zapier, Make, or similar automation tools
Basic SQL or log analysis skills
Ability to create short Loom/video tutorials and annotated screenshots
Experience with CRM systems (Pipedrive, HubSpot, Zoho)
Work Schedule:

Monday–Friday coverage during 08:00–18:00 CET (exact shift discussed during hiring)
Occasional weekend/holiday coverage may be required (paid additionally and rotated)