Customer Support Assistant

About the role

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.

Our clients include Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. We offer roles in 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.

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. Every applicant goes through the same steps, and each one is designed to let you show what you can actually do.

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.

Role Summary

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.