Customer Support Specialist

We are a mission-oriented accessibility technology company looking for a Customer Support Specialist to help our Deaf and Hard of Hearing user community get the most out of InnoCaption. You'll be on the front line with our users, primarily through email, SMS, and chat. Much of the work is technical troubleshooting, and because nearly all of our support happens in writing, clear written communication is at the heart of this role. You will report to our Sr. Manager of Customer Support and share what you hear from users with our product, engineering, and marketing teams so we can keep improving their experience. This is a full-time, fully remote position open to candidates across the United States. Some weekend and holiday work is required to ensure full coverage, and any weekend or holiday shift you work is offset with an alternate day off. Prior customer support experience is not required. We're looking for someone who is comfortable learning new software, has a sharp eye for detail, and has the patience and empathy to walk a user through a problem one step at a time. If that describes you, we'd love to hear from you. Company Background InnoCaption builds apps that make phone and video calls accessible to the millions of Americans who are Deaf, Hard of Hearing, or have a speech disability. Through real-time captions and predictive text-to-speech, we help our users by removing barriers in daily communication. We're a fast-growing accessibility technology company that has ranked on the Inc. 5000 list of fastest-growing companies since 2021. Funded by the FCC, InnoCaption services are available at no cost to eligible users across the United States. Our tight-knit team of 40+ is headquartered in Irvine, California. We move fast, operate with a lot of autonomy, and care deeply about the people we serve. This role puts you inside that team, working on products that matter. Learn more about our mission and products at innocaption.com, and read real user reviews about our service on the App Store and Play Store. Responsibilities User Support : Assist users through email, SMS, and chat using our CRM software, resolving questions and technical issues with accuracy and care. Technical Troubleshooting : Diagnose and resolve issues on iOS and Android, including call flows, app settings, connectivity, and hearing device pairing. Escalation and Collaboration : Escalate complex issues to the right team members and work with them to find solutions, documenting each case clearly so others can act on it. Help Center and Knowledge Base : Write and update online help center articles and internal troubleshooting guides. AI Support Agent : Help monitor and improve our AI support agent, which handles simple and repetitive tickets, by reviewing its responses, flagging errors, and suggesting updates to its knowledge and workflows. Voice of the Customer : Collect and summarize user feedback for our product, engineering and marketing teams to improve the customer experience. Product Testing : Test new versions of our mobile apps to learn our service features and help catch issues before release. Requirements Excellent written English communication skills, with strong attention to detail and the ability to explain technical steps clearly to non-technical users Comfortable troubleshooting smartphones and apps on both iPhone and Android Team player with strong work ethic and high degree of personal responsibility Availability for some weekend and holiday shifts, offset with alternate days off Private remote workspace with a high-speed internet connection Must have valid US work authorization Willing to undergo a basic background check Be part of a mission-driven team, making an impact in people's lives Competitive compensation with performance bonuses 401k retirement savings plan with up to 6% employer match Compensation The expected base salary range for this position is $60,000 - $70,000 per year, depending on experience. #J-18808-Ljbffr Innocaption