Sezzle is looking for a Customer Support Representative to handle escalated and complex customer issues requiring in-depth troubleshooting and cross-team collaboration. In this remote role, you will be at the center of technical problem-solving while directly supporting customers.
What You'll Do
- Support customers through live chat, email, and occasionally over live video calls.
- Resolve complex technical issues, from platform integrations to data syncing challenges, ensuring seamless user experiences.
- Use analytical skills and creative problem-solving to make a real impact on customers' day-to-day workflows.
- Actively listen and ask the right questions to clarify issues, pinpoint root causes, and provide effective solutions.
- Turn customer frustration into confidence by diagnosing problems and communicating solutions.
- Stay up to date with product features, integrations, and platform updates through continuous training and hands-on experience.
- Grow your expertise at the forefront of evolving technology, sharing valuable insights with both customers and teammates.
- Work cross-functionally with internal teams, contribute to training sessions, and provide insights on technical trends and customer pain points.
- Shape better processes and improve the customer journey.
What We're Looking For
- 2–3 years of experience in customer support, technical support, or a related role.
- Strong technical troubleshooting and problem-solving skills.
- Advanced verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users.
- Comfortable meeting with customers over live video calls to troubleshoot in real-time as needed, in addition to live chat and email.
- Ability to analyze trends in customer issues and escalate them timely and appropriately.
- Experience collaborating cross-functionally with teams such as Product, Engineering, Quality, etc.
- Experience working in systems such as Salesforce OneCRM, Slack, Google Workspace, Jira, and Confluence.
Nice to Have
- Experience in EdTech (Education Technology), SaaS, or technical support environments.
- Experience in API-based integrations, SSO, and data syncing issues.
- Familiarity with LMS platforms like Google Classroom, Clever, Schoology, and Canvas.
- Understanding of K-12 education technology and classroom workflows.
- Experience or familiarity with data analysis and basic scripting for troubleshooting purposes.
- Experience with SSO and Identity Management Tools (Clever LMS, Google Workspace/SSO, Classlink LMS), and rostering and identity providers (for example, API & Data Integration platforms or OneRoster and SFTPs).
Technical Stack
- Salesforce OneCRM, Slack, Google Workspace, Jira, Confluence
- SSO and Identity Management Tools
- LMS platforms
Team & Environment
Work cross-functionally with internal teams like Tier 3 and Product.
Benefits & Compensation
- Compensation: $53,300 - $61,250 USD
- Comprehensive medical benefits with employer contribution to premiums and to HSA accounts.
- Additional benefits such as gym reimbursement, pet insurance, free access to the Calm app, Rocket Lawyer and more.
- Monthly tech stipend to support WFH needs.
- Inclusive benefits to support you and your family, including parental leave, fertility support, adoption, and more.
- 401(k) plan with employer match.
- Flexible PTO, paid sick time off, company holidays plus winter break (Dec 24th - Jan 1st).
- Annual learning and development allowance for external training, classes, workshops, conferences, and educational materials.
Work Mode
This is a remote position open to candidates within the United States.
Sezzle is an equal opportunity employer.
