Full-Time Product Customer Support Agent II

Overview: Join Casebook PBC to support human services organizations by delivering quick, accurate, personable support via chat, email, and virtual meetings. Manage a fast-paced ticket queue, document issues in Confluence, and escalate to Product or Engineering as needed.

Responsibilities:

• Provide personalized support via chat, email, and virtual meetings (Zoom/Google Meet).
• Manage a fast-paced ticket queue and resolve inquiries promptly.
• Investigate, replicate, and document issues with steps to reproduce, screenshots, and system/browser details.
• Escalate issues to Product or Engineering with complete details.
• Document fixes and best practices in Confluence and maintain customer-facing knowledge base articles and reusable response snippets.
• Build product knowledge by using the Casebook platform daily and collaborate with teammates to improve processes and customer experience.

Qualifications:

• College degree or equivalent experience preferred.
• 2+ years of customer support experience, including live chat and ticketing systems (e.g., HubSpot, Zendesk).
• Understanding of web applications and how configuration or settings can alter functionality.
• Excellent written and verbal communication, empathy, strong organization, and the ability to work independently and in a team.

Compensation: $50,000 - $62,000 per year plus equity and benefits.

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