Customer Support Representative I

Let Us Introduce Ourselves We’re Patriot Software - a remote-first, product-led tech company on a mission to make accounting and payroll fast, simple, and affordable for millions of American businesses. With 175+ team members across the U.S. and a collaborative office hub in Canton, Ohio, we’re building software that empowers the backbone of the American economy. What We Believe In Creating great products starts with creating an environment where people thrive. That means connection, clarity, growth, high trust, and a culture where ideas move quickly and quality matters. Our team lives by six core values that guide how we work, build, and serve: Be Customer Obsessed: We start with our customers and work backward to deliver exceptional value. Lead With Speed: We move fast, take smart risks, and stay ahead by acting boldly. Don’t Cut Corners: We own our technologies and operations to deliver a high-quality, end-to-end experience. Create a Better Us: We simplify, automate, spend wisely, and continuously improve. Follow The Golden Rule: We treat others with respect, invite feedback, and commit even when we disagree. Grow, Be a Leader: We expect leadership at all levels and pursue excellence as a high-accountability, high-trust team. If this sounds like a place where you’d thrive, keep reading—your next opportunity might be here. Summary Job Classification: Entry-Level Job Title: Customer Support Representative I Job Status: Full-time Location: Remote Compensation: Hourly (Non-Exempt) Position Type: Direct Hire; note, this is not a contract role Pay Range: $20.00 per hour Shift: 10:00 AM - 7:00 PM ET, Monday - Friday This role is built for someone who thrives on back-to-back customer interactions, can reset after a tough call and show up just as strong for the next one, and genuinely finds satisfaction in solving problems for people. If you're energized by a fast-paced, people-first environment and take pride in delivering a great experience every time, this might be the role for you. As a Customer Support Representative, you'll spend the majority of your day on the phone, in live chat, and responding to emails — following a structured schedule with designated breaks and consistent availability during your shift. This is not a flexible, work-at-your-own-pace role, but it is a place where your effort and attitude will be noticed. Your first weeks are dedicated to structured training — you'll learn our software, accounting and payroll fundamentals, and Patriot's processes, gradually taking on responsibilities with coaching and support. No prior experience in these areas is required, but you'll need to be tech-savvy, eager to learn, and able to apply new concepts quickly to successfully transition into the full role. What You’ll Be Doing Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, live online chat, and email. Apply your problem-solving abilities to assist customers with software support regarding accounting, payroll, and tax-related inquiries. Act as a liaison between customers and internal teams to provide valuable insights for product development and enhancements. Work independently for approximately 80% of the day, while collaborating remotely with team members and attending meetings as needed. Maintain accurate and timely documentation of customer interactions. Offer guidance and support to customers regarding new product features and software functionality. Please note this is a sample of what you’ll be doing. This job requires you to be able to adapt to change quickly in order to deliver an exceptional customer experience. Your duties, responsibilities, and activities may change at any time with or without notice. What You’ll Need High School Diploma, GED, or equivalent Previous customer service experience, with a track record of delivering positive, professional interactions. Clear communicator across phone, chat, and email, with the ability to explain things simply to customers with varying comfort levels with technology. Comfortable with technology and able to pick up new software and tools quickly Able to juggle multiple tasks at once — calls, emails, and chats — without dropping the ball on quality or accuracy. Stays composed and solution-focused during busy or challenging interactions, with a consistently professional and positive approach. Detail-oriented, with the ability to accurately document customer interactions and handle sensitive information with care. Self-motivated and eager to keep learning — whether it's a product update, a new feature, or a better way to help a customer. Work Requirements This role requires sitting or standing for extended periods (8+ hours) while working on a computer, including prolonged screen time, extended keyboard and mouse use, and repetitive typing. To deliver a professional customer experience, this role requires a workspace that supports focused, distraction-free work and clear, quiet audio during scheduled hours. If you require a reasonable accommodation to meet this need, please let us know. Maintain reliable, high-speed internet access sufficient to support phone, chat, and email-based work Nice to Have Familiarity with U.S. payroll, payroll tax, or accounting software. Experience with CRM software Patriot Software is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require an accommodation during the application or interview process, or to perform the essential functions of this role, please note this on your application, and a member of our People Operations team will follow up with you. Location & Commitments Full-time, direct-hire, remote role Open to candidates legally eligible to work in the United States Not open to applicants residing in: Alaska, California, Hawaii, Washington D.C. Core hours: 10:00 AM - 7:00 PM ET, Monday–Friday Some flexibility is required during busy seasons or critical “right-now” moments Equal Opportunity Patriot is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability or sex. More Reasons to Love Patriot Great products start with great people—which is why we invest in our team so they can do their best work. In addition to a culture that encourages innovation and ownership, our full-time employees enjoy a comprehensive suite of benefits that help our team thrive inside and outside of work. Learn more about our opportunities and benefits on our Careers page. Are you ready to take the next step in your career? -- Ready to take the next step in your career? We’d love to meet you. Privacy Notice To protect the privacy of our customers and employees, please do not include sensitive Personally Identifiable Information (PII)—such as Social Security Numbers, Dates of Birth, or W-2s—when submitting your application. Use of AI in the Hiring Process Thank you for your interest in Patriot Software! To support a fair and efficient hiring process, we use AI-powered tools to assist with resume screening, note-taking, and interview insights. These tools help us evaluate candidates consistently and in compliance with EEOC and all applicable laws. AI tools do not make hiring decisions—all decisions are made by our human hiring team. All applicants are evaluated based on their qualifications, skills, and experience. By submitting your application, you acknowledge the following: AI Usage AI may analyze an applicant's video, including facial expressions, as part of assessing position fit. AI tools may be used during interviews for note-taking, evaluating responses, and generating interview summaries. On-Camera Video Interviews All interviews are conducted via video with cameras on to maintain compliance and security standards. Patriot is a camera-on company for all video interactions. Photo Capture for Security If selected to interview, you may be asked to provide or have a photo captured. This photo is used only to verify that the same candidate is present throughout all interview stages. Photos are not shared externally, used for any other purpose, or stored after the interview process. They are securely disposed of once the process is complete. Privacy & Data Use Any photos are used solely for candidate verification. Geolocation tools may be used only to verify your location and ensure interview integrity. All geolocation use is limited to security and compliance needs and follows all applicable privacy laws.