Customer Support Agent
Be the human who unblocks developers when an API call fails an hour before their demo.
- Location
- Remote — worldwide
- Employment
- Full-time
- Salary
- £28,000 – £42,000 / year
- Hours
- Full-time · flexible async · US/EU overlap preferred
- Visa sponsorship
- Case-by-case — happy to discuss during hiring.
Competitive for role and experience. Final offer depends on location and background.
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.
Team & how we work
You'll sit between customers and a small engineering team. Escalations go to Linear with the requestId, timestamps, example URLs, and what you already ruled out — engineers hate re-triaging from scratch.
Remote, email-first, async by default. US/EU timezone overlap is preferred because that's where most customers are, but we're not monitoring your Slack presence. Reply quality matters more than reply speed, though developers on a deadline notice both. Some weeks are quiet; some weeks TikTok changes something and the inbox fills up. You'll learn to tell platform drift from user error pretty quickly.
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.
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.
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.
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.
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).