Location: Fully Remote
Employment Type: Freelance
Commitment: Full-Time
At Routescan, we’re dedicated to providing excellent customer support for our global user base. We’re looking for a Customer Support Specialist who is passionate, skilled, calm under pressure and eager to help users while working remotely on US time zones.
What You’ll Do
As our Customer Support Specialist, you will:
- Respond to customer inquiries via email, chat, and customer service platforms (Intercom).
- Resolve user issues efficiently, escalating complex problems to the right team members when needed.
- Maintain accurate records of customer interactions and follow up to ensure satisfaction.
- Contribute to our knowledge base by updating FAQs and support documentation.
- Identify recurring issues and suggest improvements to our support processes.
- Provide support coverage during US business hours, with occasional flexibility for evenings or weekends.
What Makes You a Great Fit
- 2+ years of experience in a customer support or help desk role (tech or SaaS experience is a plus).
- Web3 knowledge (experience with block explorers is a plus).
- Familiarity with customer support tools like Intercom or similar platforms.
- Strong communication skills: clear, friendly, and professional in written English.
- Problem-solving mindset with a willingness to learn and grow.
- Organized and reliable, able to manage multiple conversations and tasks at once.
- Located in or adaptable to US time zones.