About us: Strety is a business operating system (BOS) platform designed to help companies running on EOS® and other frameworks streamline their operations. As an official licensee of EOS®, we provide modern, integrated tools that help businesses manage their BOS implementation, people, and projects with ease.
Position Overview
We are looking for a Customer Support Specialist to be the frontline of our customer experience. In this role, you will:
- Handle first-line support requests via Intercom (chat/email), ensuring customers receive timely and effective assistance.
- Communicate effectively and solve problems creatively to interpret customer needs—even when they aren’t stated clearly.
- Contribute to and improve our help center documentation to enable better self-service for customers.
Key Responsibilities
- Interpret user needs and requests – Customers don’t always have the words to explain exactly what they need. You’ll analyze conversations, review past interactions, and explore their data to piece together the full picture and provide clear, effective solutions.
- Be a solution finder – Some requests won’t have a clear-cut answer. You’ll think critically, explore workarounds, and offer creative suggestions that align with each customer’s goals.
- Own the resolution process – Following up isn’t an afterthought—it’s a priority. You’ll ensure that every issue is fully addressed, commitments are met, and customers feel heard.
- Provide real-time support with efficiency and care – Through Intercom chat and email, you’ll balance speed with thoroughness, delivering clear, helpful responses while managing multiple conversations.
- Be a bridge between customers and our team – You’ll work with product and engineering teams to help improve the Strety platform based on real customer feedback.
- Maintain and improve help center content – Create, update, and refine articles based on common customer questions and product updates.
- Identify documentation gaps – Proactively spot areas where customers need more guidance and ensure resources are created or improved.
Who You Are
- Excellent Communicator – Polished and exceptional written/verbal communication in English.
- Empathetic & Proactive – You genuinely care about customers, anticipate their needs, and take initiative to improve their experience.
- Client-Focused – Experienced in a client-facing role where building strong customer relationships was a key part of your success.
- Tech-Savvy – Comfortable with modern collaboration tools like MS Teams, customer support platforms (Intercom or similar), and handling data-related tasks.
- Problem Solver – You can troubleshoot, research, and provide creative solutions to client issues.
- Strong Writer – You are able to translate complex concepts into simple, clear documentation.
- Detail-Oriented & Organized – You can efficiently manage multiple tasks while ensuring accuracy in support interactions and data migrations.
Requirements
- 2–3 years of support experience in a customer-facing role.
- Experience in live channel support, including chat-based support, assisting clients in real-time while balancing response efficiency.
- Basic technical troubleshooting skills to assist customers with common issues.
- Tech-savviness, including familiarity with MS Teams and other collaboration tools.
- Experience creating or managing help center/documentation content is strongly preferred.
Our Values
At Strety, we embody three core values in everything we do:
- Humble – We believe in teamwork and learning from each other.
- Passionate – We are driven by a love for what we do and a desire to help our clients succeed.
- Good – We act with integrity, always striving to do the right thing.
Why Join Strety?
- Make an Impact – Your role is crucial in ensuring customer success and driving product improvements.
- Flexible Work Environment – This is a remote role, with preference for candidates in U.S. time zones.
- Collaborative Team – Work alongside a passionate, supportive team that values innovation and customer success.
- Growth Opportunities – Gain experience in a fast-growing company where your contributions truly matter.
Interested? Reach out to info@strety.com with your resume, a bit about yourself, and why you’d like to work at Strety.