Customer Support Associate (Off-Hours Coverage) at Coast

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

11 Aug, 26

Salary

20000.0

Posted On

13 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Troubleshooting, Data Management, CRM Tools, Time Management, Written Communication, Verbal Communication, SaaS Operations, Project Coordination, Data Validation

Industry

Software Development

Description

The Customer Support Associate (Off-Hours Coverage) role exists to make sure Coast customers are never left without support — including evenings and weekends. You'll be the primary point of contact during off-hours, resolving customer inquiries, troubleshooting product issues, and delivering a high-quality experience across email, chat, and phone. Because ticket volume varies throughout the shift, this role also takes on meaningful project and operational work during quieter windows — from improving our help center content to supporting billing and internal operations. You'll develop a broad understanding of how Coast runs as a business, which makes this role an excellent foundation for advancement into Implementation, Customer Success, or other roles over time. Working hours: This is an off-hours coverage role supporting U.S.-based customers. Schedules vary by position, but both openings cover weekends and weekday evenings EST. See shift details below. * Rep 1 - 40 hours * Saturday: 8:00 AM - 6:00 PM (9:00 PM - 7:00 AM Sunday) * Sunday - Tuesday, 6:00 PM - 4:00 AM EST (7:00 AM – 5:00 PM PHT) * Rep 2 - 40 hours * Wednesday – Saturday, 5:00 PM - 3:00 AM EST (6:00 AM – 4:00 PM PHT) * Rep 3 - 30 hours * Sunday, 8:00 AM - 6:00 PM EST (9:00 PM - 7:00 AM Monday PHT) * Monday - Wednesday, 4:00 AM - 9:00 AM EST ( 5:00 PM - 10:00 PM) Please apply only if you are available and comfortable working these hours. Night shift differential is included in compensation. WHAT YOU'LL DO Responsibilities are prioritized in order of importance. Customer support is always the first priority; project work fills quieter windows. Customer support * Respond to customer inquiries via email, chat, and phone in a timely, accurate, and empathetic manner during your shift. * Troubleshoot product and account issues using knowledge base articles, SOPs, and good judgment; escalate complex cases when needed. * Monitor and manage your ticket queue to meet SLAs for first response and resolution. * Document all customer interactions, resolutions, and follow-ups in Salesforce and Intercom/Zendesk to maintain a clear history. * Collaborate with the US-based Implementation and Customer Success teams on customer handoffs, flagging urgent issues for next-day follow-up when appropriate. Systems & data support * Own customer data intake, cleanup, validation, and ongoing maintenance to ensure accuracy and readiness for implementation and reporting. * Execute customer data imports and migrations (primarily via spreadsheets and templates), troubleshoot issues, and ensure clean handoffs to Implementation and Customer Success. * Document work, decisions, and customer configurations in internal systems (Salesforce, Intercom/Zendesk, and project tools) to maintain clear visibility and continuity. * Identify patterns and opportunities to improve data templates, processes, and internal documentation to increase speed and consistency across implementations. General operational and administrative support During quieter support windows, contribute to a rotating set of operational projects assigned by the team. Examples include: * Help center and content: Review and revise help desk articles for accuracy and clarity; create short help videos and walkthroughs to support customer self-service; suggest FAQ updates based on ticket patterns. * Billing support: Monitor accounts receivable aging and send structured payment reminder emails; track upcoming subscription renewals and send timely notices; triage the billing inbox during off-hours and respond to routine billing questions; support basic data entry in Stripe and Salesforce. * General admin and research: Assist with internal operational tasks across teams — including HR admin support, basic research, and other cross-functional work as assigned. WHAT THIS ROLE CAN LEAD TO This position is intentionally designed as a foundation for growth at Coast. As you develop deep product knowledge and cross-functional exposure, you'll be well-positioned to move into roles such as: * Implementation Specialist — configuring Coast for new customers and supporting go-lives * Customer Success Manager — owning customer relationships and driving retention * Systems & Data Associate — managing customer data, imports, and workflow configuration We promote from within and will actively support your development toward whichever path fits your strengths. WHAT WE'RE LOOKING FOR * Experience in a support, operations, project coordinator, or admin role, ideally in a SaaS or customer‑centric environment. * Strong organizational and time‑management skills, able to juggle multiple small projects and operational tasks. * Comfortable working with data in spreadsheets and support/CRM tools; able to follow and improve structured workflows. * Clear written and verbal communication, with a service‑oriented and detail‑focused mindset. Coast is actively seeking to diversify the team and you can learn more about us here [https://coastapp.com/careers/]. Women, minorities, and individuals with disabilities are encouraged to apply. We recognize that not only does a range of experiences and backgrounds help make this team strong, it also helps us empathize and build better products for our diverse customer base. We are an equal opportunity employer and strive to create a joyful and supportive place to work. We are not able to support work visas at this time. WHAT WE OFFER YOU The Startup Experience: Shaping Our Growth: Joining Coast at this pivotal stage puts you at the heart of our company’s and product’s evolution. The workplace is energetic, creative and fast-moving, giving you the chance to help define processes and standards while collaborating directly with founders and teammates who value bold thinking and active input. Here, team members aren’t just part of the journey — they shape it, building and innovating with visible impact every single day. Team: We are a tight knit and very strong core team of ~40 people. We are a highly customer-focused, honest, skilled, direct, solution-oriented, creative, ambitious and fun crew. Previously, we’ve worked at big companies like Adobe, Amazon, Meta and Microsoft as well as at both early- and late-stage startups like About.me, HotelTonight, UpKeep, Latch and Fitbit. We solve tough customer problems together and continually help one another level up. Product: The market we are going after is massive and way underserved. Our customers love the product and use it for hours every day. What you will be building will directly impact their everyday life. We use Coast as our central nervous system just like our customers! CONTRACT DETAILS * Engagement type: Independent contractor based in Philippines or South America; taxes and statutory contributions are the responsibility of the contractor. No health benefits included. * Compensation: Base pay of $15,000 - $20,000 USD annually for full time consulting. * Payment currency and method: USD via bank transfer, paid monthly. * Working hours: As listed above. Night shift differential included in compensation. * Work location: 100% remote. APPLICATION As part of your application, please record and share a 1-2 minute video introducing yourself (name and current role), explaining why you're interested in the role, and describing in your own words what Coast is and what problem it solves.

Responsibilities

Provide off-hours customer support via email, chat, and phone while managing ticket queues and SLAs. Perform operational tasks including customer data cleanup, help center content updates, and basic billing support.