We're looking for a thoughtful, proactive Customer Support Specialist to provide a smooth and positive experience for AppSignal’s customers.AppSignal helps thousands of teams in 60+ countries monitor their web apps. We're a remote-first company with a team spanning seven countries, built on values like impact, transparency, and continuous improvement.We prefer candidates based in the Austin, TX, area, but are also open to remote applicants in the Central or Eastern Time zones. To ensure consistent support across time zones, we’re not considering applicants outside these regions.The role, experience, responsibility, and impactOur vision for Customer Success is “Amazing Commitment.” We treat every customer with fairness, empathy, and a human touch. We build trust through clarity and kindness, even when things get tough.Customers praise AppSignal not just for what we do, but also for how we do it. As we grow our global reach, we're expanding our team in the Americas to support users across time zones.As a Customer Support Specialist, you’ll assist developers with plans, billing, account management, and general non-technical inquiries. You’ll collect and deliver valuable customer feedback to help inform and improve our Product team’s roadmap and our internal processes. At AppSignal, we value people and progress, so there's room to grow within your role as you deepen your skills and knowledge of the product.Please apply even if you doubt whether you are experienced enough. We would hate to miss out on an amazing applicant because you underestimated yourself!Your responsibilitiesYou work with your colleagues in the Customer Success team to build strong customer relationships and ensure a smooth, satisfying experience.You assist in all stages of the customer journey, answering non-technical questions, sharing helpful documentation, and guiding them to get the most out of AppSignal.You communicate proactively with users to understand their needs, resolve friction points, and offer timely, thoughtful support.You collaborate with teammates across the company to channel customer feedback and shape a better product and experience.You help maintain and improve internal and external documentation, making it easier for everyone to find the answers they need.What you bring (and what helps you thrive)You have 2+ years of experience in a customer-facing role, such as customer success, support, account management, or business development, and you're confident managing relationships and common customer needs while working independently for part of your day.You enjoy helping people succeed, are a great listener, and communicate clearly in English, both in writing and conversation.You're confident speaking with developers and technical users, even if you’re not writing code yourself.You’re proactive, organized, and comfortable managing your own schedule in a remote environment.You enjoy spotting ways to improve the customer experience, streamline internal processes, and contribute ideas without waiting to be asked.You’re energized by solving problems and working collaboratively with a thoughtful, low-ego team that includes developers, designers, writers, and even accountants.You’re looking for a company where you can grow professionally, take initiative, and help shape what customer success looks like.You’re not expected to provide technical support, but curiosity about how things work is always welcome.Familiarity with tools like Zendesk, Intercom, and Stripe (or similar platforms) is a strong plus.We'll support your work setup, and if you’re near Austin, TX, you’ll have local teammates to connect with in person.You are authorized to work in the United States.What we offerCompetitive salary tailored to your location, experience, and skills. If you’d like a ballpark figure early on, we’re happy to provide one based on your resume and location.We believe remote work is better when it’s not always from home.Unlimited PTO (Paid Time Off) policy.Personal development budget for books, courses, conferences, or anything else that helps you grow.Flexible employment setup: You’ll be hired directly by AppSignal, through an Employer of Record (EOR), or as a long-term contractor; whichever makes the most sense for your location and preferences.A welcoming companyWe’re a team of kind, curious people from different backgrounds, each bringing unique strengths (and yes, a few quirks too). We’d love for you to add yours.We welcome candidates of all backgrounds, genders, orientations, ethnicities, ages, and abilities. If you’re looking for a place to do your best work and know your contributions are valued, you’ll feel right at home here.How to applyWe’d love to hear from you!The deadline for this application is June 15th, 2025.Apply online through Homerun by answering a few questions and uploading your resume. There’s no need for a cover letter; we’d rather hear your thoughts directly in the application form.If you’re curious but unsure whether you’re a good fit, we encourage you to apply anyway. We value potential and perspective, and would hate to miss out on a great teammate because you doubted yourself. Have questions before applying? Feel free to reach out via email.