Full-Time Customer Support Representative
Baymard Institute is hiring a remote Full-Time Customer Support Representative. The career level for this job opening is Experienced and is accepting Europe, UK, IE based applicants remotely. Read complete job description before applying.
Baymard Institute
Job Title
Customer Support Representative
Posted
Career Level
Full-Time
Career Level
Experienced
Locations Accepted
Europe, UK, IE
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Job Details
We’re seeking a full-time, remote Customer Support Representative for our company.
Your role will be to deliver excellent customer support and ensure smooth interactions between Baymard and its global customers. This includes:
- Customer Support & Communication: Responding to customer questions related to their Baymard account, access, onboarding, or general support needs.
- Helping customers troubleshoot issues related to login, access rights, service activation, and organizational approval processes.
- Maintaining our high standard for clear, empathetic, and solution-oriented, written communication.
- Internal Coordination: Collaborating with the operations, sales, and finance teams to resolve customer-related issues.
- Assisting in organizing internal support workflows and helping improve processes as Baymard grows.
- Ensuring customer inquiries are handled efficiently and escalated appropriately when needed.
Your typical day-to-day tasks (80% of the time) will be:
- Manage Support Queue: Case assessment and routing.Prioritize cases based on urgency and impact. Direct customer communication.
- Technical Assistance & Troubleshooting: Conduct initial technical analysis and collaborative troubleshooting with clients. Configuration/navigation assistance.
- Knowledge Management: Maintain a deep, technical understanding of all current and upcoming product features. Maintain and contribute to the customer-facing Knowledge Base/Help Center.
For this role, you should be deeply motivated by helping customers succeed and providing top-tier service — especially in writing. A background and experience with customer support is mandatory.
What You’ll Need:
- Service-minded: You enjoy helping customers navigate processes within their organization.
- A problem solver: Each customer may have unique internal systems, so you must be pragmatic and solution-oriented.
- Strong in written English: Nearly all communication (internal and external) is written and in English.
- Self-driven and organized: You can plan your own work and stay on top of open cases.
- Flexible: Our processes are evolving as we grow — you’ll help shape them.
- Comfortable with technology: You’ll work across multiple SaaS tools, and occasionally with spreadsheets (CSVs, Google Sheets).
- Patient: Some customer workflows (especially in large organizations) take weeks or months to resolve. Their support issues need monitoring and follow-up.
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Customer Support Representative at Baymard Institute is
3rd of January 2026
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
Europe, UK, IE
] applicants. .
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