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About the Role

As a Part-Time Customer Support Specialist, Tier 1, you will be a primary point of contact for customers needing assistance with Gradient products and experiences. You will collaborate with the Customer Experience team to address inquiries, collect information, adhere to support protocols, and ensure issues are escalated appropriately. This role also involves overseeing automated support interactions, identifying areas for improvement, and contributing to process enhancements.

Responsibilities

Serve as a frontline point of contact for customers across email, phone, and SMS.
Respond to routine customer questions using established procedures, macros, support content, and approved workflows.
Gather required customer and product information before escalating technical issues to Tier 2.
Review automated customer-support interactions for accuracy and identify situations requiring human intervention.
Flag incorrect, incomplete, or confusing automated responses and provide feedback to help improve Gradient's support processes.
Recognize issues that fall outside Tier 1 procedures and route them appropriately to Tier 2.
Maintain clear and accurate customer and case records in Zendesk and other support systems.
Communicate calmly and professionally with customers, including those who may be frustrated or concerned.
Help ensure customers receive timely follow-up and understand what will happen next.
Learn Gradient's products and support processes as they evolve.
Partner closely with the Tier 2 Technical Support Specialist and Customer Experience team.

Requirements

Some experience working directly with customers in a customer service, retail, hospitality, restaurant, call center, administrative, or other customer-facing environment.
Clear and professional written and verbal communication skills.
Comfort speaking with customers by phone.
Patience and empathy when working with frustrated customers.
Strong attention to detail and ability to follow established processes consistently.
Good judgment about when something doesn't look right and needs to be escalated.
Comfortable learning and working in multiple software systems.
Reliable, organized, and able to work independently in a remote environment.
Availability for approximately 20 hours per week, including regular weekend coverage.

Skills

Customer support
Zendesk
Ticketing systems
Automated customer-service tools
Chatbots
AI-assisted workflows
Consumer products support
Hardware support
Appliance support
Technology support
Spanish/English bilingual proficiency

Location

Remote
U.S.-based

Work Type

Part-Time
Remote
Approximately 20 hours per week

Experience Level

Early career

Salary/Compensations

$25.00-$27.00 per hour

Benefits

Equity
Medical/vision/dental/life/disability insurance
401k
Paid parental leave
Professional Development Stipend
Commuter benefits
Flexible PTO

About the Company

We are committed to building a diverse and inclusive company.
We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up every day as their authentic selves.
We welcome people of different backgrounds, experiences, abilities, and perspectives.

Equal Opportunity

Gradient is an equal opportunity employer.
We do not make hiring or employment decisions on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status, or genetic information, in compliance with applicable federal, state and local law.