Customer Support Representative

Laurel

. Become an expert on the Laurel product .

Posted 10/6/2026full-timeRemote • United StatesMid-LevelSenior💰 $94,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support within a SaaS environment, with strong problem-solving abilities and superior written communication skills. Capable of managing customer inquiries effectively while contributing to documentation and process improvements.

Highest-signal resume keywords

Customer Support ExperienceSaaS EnvironmentWritten Communication SkillsProblem-Solving SkillsDocumentation Contribution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Problem ResolutionSoftware InvestigationCustomer Satisfaction TrackingCase ManagementDocumentation Improvement

Soft Skills

Relationship BuildingAdaptabilityPrioritizationClear CommunicationIndependence

Tools & Technologies

ZoomHelp Center Software

Industry Keywords

Customer SupportSaaSRemote Work24/7 Support OperationEscalation Procedures

About the role

Key responsibilities & impact

Become an expert on the Laurel product
Respond to and resolve inbound customer support inquiries via email and messaging
Conduct occasional Zoom calls or screenshares
Resolve common capture, release, and configuration issues using training and documented procedures
Gather evidence and escalate complex or unfamiliar issues
Thoroughly document technical problems and escalate them internally as needed
Educate customers about the product
Stay up-to-date on product changes through team updates, training, and documentation
Understand customers’ needs and preferences and articulate them internally
Contribute to Help Center articles, internal documentation, and scoped support improvements
Flag incorrect or incomplete AI answers and suggest source improvements
Identify patterns across customer conversations and proactively surface improvements to documentation, processes, or the product
Provide clear escalation details to Customer Success, Product, and Engineering
Coordinate next steps and keep customers informed through resolution
Report to Jordan Knott and work with an onboarding buddy
Support Laurel’s 24/7 global customer support operation

Requirements

What you’ll need

Based anywhere in the United States
3+ years of experience providing customer support in a SaaS or software environment
Superior written communication skills and ability to explain clearly
Strong problem-solving skills and systematic software investigation
Proven track record of driving high customer satisfaction and following through on issues until fully resolved
Ability to efficiently manage customer conversations and prioritize cases based on urgency and customer impact
Ability to contribute to customer-facing or internal documentation and complete scoped improvement tasks
Proven ability to build strong working relationships in a remote, distributed environment
Ability to learn new software, adapt to product changes, and apply feedback
Ability to manage assigned cases independently after onboarding and ask for help when needed
Ability to work either 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time
Occasional weekend work and rotating holiday coverage may be required
Legally authorized to work in the United States
Laurel is unable to sponsor visas

Benefits

Comp & perks

Generous equity
Supplemental benefits
Flexible Paid Time Off policy
Health and wellness programs
Retirement planning options
401K
Bi-annual, in-person company off-sites
Smart, fun, collaborative, and inclusive team
Opportunity for professional growth and meaningful impact