Example Company
Software engineer
- Location
- San Francisco
- Type
- Full time
- Compensation
- $150k-$200k
- Posted
- 2 days ago
Join a team building useful software. Work closely with engineering and design to turn new ideas into products.
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Customer Support Agent
- Location
- Remote
- Type
- Full time
- Compensation
- £28,000 – £42,000
- Posted
- 5MO AGO
About the role
Handle email support for a social data API — triage errors with requestIds, answer billing and integration questions, and escalate real bugs to engineering with enough context to fix them.
HomeCareersCustomer Support Agent
Careers
Customer Support AgentBe the human who unblocks developers when an API call fails an hour before their demo.
Apply for this roleLocationRemote — worldwideTypeFull-timeSalary£28,000 – £42,000Posted13 Jun 2026LocationRemote — worldwideEmploymentFull-timeSalary£28,000 – £42,000 / yearHoursFull-time · flexible async · US/EU overlap preferredVisa sponsorshipCase-by-case — happy to discuss during hiring.Competitive for role and experience. Final offer depends on location and background.
Role
About the role
Our customers are developers integrating a social data API into production pipelines, dashboards, and agent workflows. When something fails, they don't want a ticket number and a "we'll get back to you in 48 hours" — they want to know if it's their URL, their credits, a platform outage, or a bug on our side.
You'll handle inbound email support: product questions, billing and credit top-ups, integration help, and failed-request investigations. Every API response includes `meta.requestId` — you'll use that to pull logs, correlate errors, and write replies a developer can act on (often with a corrected curl command or a link to the right doc section).
Support volume is still growing. There isn't a 50-person support org or a library of 500 macros yet. You'll help build the operation: spotting repeat questions, drafting internal notes, and pushing doc fixes when the same confusion keeps showing up.
Culture
Team & how we work
You sit between customers and a small engineering team. Escalations go to Linear with requestId, timestamps, example URLs, and what you already ruled out.
Remote, email-first, async. US/EU overlap preferred — most customers are there — but we don't monitor Slack presence. Reply quality matters more than speed, though developers on a deadline notice both. Some weeks are quiet; some weeks TikTok changes something and the inbox fills up.
Daily
What you'll do
- Respond to customer emails about billing, credits, API keys, usage limits, errors, and how to integrate specific endpoints.
- Triage API failures using requestIds, HTTP status codes, error payloads, and our internal logs.
- Write clear replies — copy-pasteable curl fixes, links to docs, honest answers when something is broken on our side.
- Escalate bugs, outages, and doc gaps to engineering in Linear with reproduction steps and context.
- Track recurring themes ("everyone asks about transcript credits") and propose doc updates or macro replies.
- Help maintain lightweight support templates and an internal FAQ as patterns emerge.
- Flag customers at risk of churning or hitting billing confusion before it becomes a refund request.
Bar
What we're looking for
- Excellent written English — calm, precise, no corporate filler.
- Technical customer support experience (SaaS, API, or developer tools strongly preferred).
- You can read HTTP status codes, JSON error bodies, and API reference docs without hand-holding.
- Attention to detail — you notice when someone forgot the requestId and ask for it once, clearly.
- Self-directed async work; we're remote and most customer contact is email, not phone or live chat.
- Genuine empathy for developers blocked on a deadline — you've been there or supported people who have.
Bonus
Nice to have
- Familiarity with REST APIs, bearer tokens, and credit-based billing.
- Experience with Linear, Slack, or similar tools for engineering handoffs.
- Prior support at a small team where you wrote your own macros and doc fixes.
- Basic familiarity with social platforms (TikTok URLs, Instagram handles, etc.) so you can spot obvious user errors.
Package
Benefits
Full-time team members receive:
- Flexible hours — Async-first. Ship your work; we don't track screen time or mandate overlap windows unless a role specifically needs it.
- Unlimited PTO — Take the time you need. Give the team a heads-up for longer breaks so support and on-call handoffs stay covered.
- Equipment stipend — Home office setup — desk, monitor, chair, whatever actually makes you productive.
- Learning budget — Courses, books, and conferences tied to your role. Scraping conferences, writing workshops, support tooling — all fair game.
- Health benefits — Health coverage for full-time team members. Details and eligibility depend on location; we walk through it during hiring.
Apply
How to apply
- Put the role title in the email subject line.
- Include a short intro and relevant support experience.
- Mention any developer-facing or API product support you've done.
- Optional: paste an example support reply you're proud of (redact customer details).
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