Customer Support Assistant

Persona is a recruiting and staffing company that hires exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth. Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. Project management, operations, finance, design, marketing, customer success, and more. Every hire is for a specific open position: one person, one dedicated client, built to last.

The bar is the highest in the industry. More than 200,000 people apply every month, and fewer than 1 in 2,000 are hired. Every offer we make is for an open role with a single client — the kind of role that's almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.

Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but opportunity isn't. By recruiting globally for specific client roles, we've grown into one of the fastest-growing companies in the global staffing industry.

We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that's you, and one of our open roles fits, we'd like to meet you.

We are hiring a reliable, detail-oriented Customer Support Assistant to handle day-to-day customer inquiries and provide operational support across multiple channels. This role is built for a mid-level support professional with 2+ years of experience who can independently manage SLAs, escalations, records, and recurring support workflows. You will respond to customer inquiries, maintain clean documentation, and identify process improvements over time.

Key Responsibilities

• Respond to customer support inquiries within one business day using approved templates and policies

• Escalate complex inquiries to management and track them through resolution

• Monitor support channels (email, chat, ticketing, community spaces) to ensure timely, on-brand responses

• Upload, organize, and publish recorded content, files, and customer-facing assets in a timely manner

• Coordinate with internal teams to surface product or service issues that affect customers

• Maintain accurate records of customer communications, resolutions, and follow-ups

• Track recurring support issues and recommend process improvements

• Support onboarding of new customers with relevant resources, links, and communications

Required Qualifications

• 2+ years of experience in customer support, operations, or administrative support

• Associate's or Bachelor's degree in Business, Communications, or a related field preferred

• Hands-on experience using a customer support or ticketing platform (Zendesk, Intercom, Freshdesk, HubSpot Service, or similar)

• Strong ability to manage multiple support requests simultaneously and maintain organized records

• Strong written communication, attention to detail, and a service-first mindset

• Ability to manage multiple support requests and maintain organized records

• Strong written communication and detail orientation

• Fully fluent in English

• Ability to commit long-term and full-time

Preferred Qualifications

• Prior experience in a customer-facing role at a SaaS, e-commerce, professional services, or membership business

• Familiarity with content/asset organization tools (Dropbox, Google Drive, Notion, SharePoint)

• Experience moderating online communities or customer forums

• Comfort with simple workflow automation (Zapier, Make) for support tasks

Tools & Technologies

• Zendesk, Intercom, Freshdesk, HubSpot Service, Gorgias, Slack, Zoom, Google Workspace, Microsoft 365, Dropbox or Google Drive, Notion or Asana, Loom, Canva (a plus), Zapier or Make (a plus)

Core Competencies

• Empathetic, professional communicator

• Reliable: keeps SLAs and follow-through commitments consistently

• Detail-driven across records, uploads, and documentation

• Calm during high-volume support periods

• Proactive in identifying recurring pain points and proposing fixes

• Highly organized across many concurrent requests

• Service mindset paired with operational discipline

What We Offer

• Best salaries in the industry

• Work from anywhere permanently

• Opportunities for growth and advancement

• A fast-paced and collaborative environment

• A warm, people-first company culture

• Get paid in your currency of choice

• Additional benefits

This is a full-time, long-term remote position dedicated to one client company. Persona provides onboarding and ongoing employment support for this position.