Customer Support Specialist at Marco Polo

At Marco Polo, we believe that life flourishes when people feel truly connected. We have built a private video chat application designed to nurture real relationships, allowing friends and family to exchange video messages on their own schedules. With millions of users and a commitment to avoiding harmful business practices like selling user data, we are dedicated to building products that are genuinely good for our community. We are a purpose-driven team spread across North America, and we are looking for someone who shares our passion for helping people feel close.

About the Role

We are looking for a Senior Customer Support Specialist to join our team on a part-time basis. In this role, you will be the primary point of contact for our community, ensuring that every user receives a warm, helpful, and joyful experience. As we expand our reach to include business customers, you will play a vital role in maintaining the high standards of service that our users expect from our mobile app.

Key Responsibilities

• Manage and respond to customer inquiries across various channels, including email, Instagram, and feedback from the Apple App Store and Google Play Store.
• Develop deep product expertise by actively using the Marco Polo app, which you will then apply to resolve user concerns and questions.
• Gather valuable user feedback and share actionable insights with our Product team to help shape the future of our services.

Requirements

• A genuine passion for delivering exceptional customer support.
• Proven experience supporting consumer products, with a background in business product support considered a plus.
• Strong verbal and written communication skills and the ability to resolve issues efficiently.
• A warm, friendly, and positive attitude, combined with the desire to become a true product expert.
• The ability to work effectively in a remote setting and maintain a flexible schedule that includes working on Saturdays.

Location

This position is 100% remote and open to candidates located anywhere in North America.

Compensation and Benefits

The target pay rate for this position is $40,000 per year. In addition to compensation, you will enjoy:

• The flexibility of working in a fully remote environment.
• The opportunity to collaborate with an experienced, joyful, and distributed team.
• A culture that prioritizes flexible hours and healthy life and work integration.