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About workpinnacle
workpinnacle is redefining the future of sales communication. Since our founding in 2013, we have evolved from the first sales CRM that integrated built‑in calling into a fully‑featured, cloud‑native platform that powers thousands of teams worldwide. Our mission is simple: eliminate manual processes, accelerate deal flow, and help companies close more deals—faster. With a 100% distributed workforce of over 60 high‑performing, happy professionals, workpinnacle is a profitable, purpose‑driven organization that values autonomy, transparency, and continuous learning.
Your Role
As a Customer Support Executive at workpinnacle, you will be the frontline advocate for our customers. You will manage the support ticket queue, resolve issues, and drive customer satisfaction across our global user base—all while working independently in a fully remote environment. Your work will directly influence product adoption, retention, and the overall customer experience. You will report to the Manager of Customer Support and collaborate closely with engineering, product, and success teams to deliver seamless support.
Key Responsibilities
- Respond to support tickets and live chat inquiries during Pacific and Mountain time zones (PST/MST) business hours.
- Handle inbound support calls, triage issues, and provide clear, actionable solutions.
- Escalate complex problems to senior support staff or engineering when necessary, ensuring timely resolution.
- Participate in fraud prevention and detection initiatives, reviewing suspicious activity and coordinating with security teams.
- Reconcile billing discrepancies, process refunds, and maintain accurate financial records.
- Document bug reports and feature requests, collaborating with product to prioritize fixes.
- Coordinate with the Success team to deliver extra support for high‑value customers.
- Maintain and update the help center, creating clear, concise documentation for new and updated features.
- Lead special projects and initiatives outside the ticket queue, such as process improvements or knowledge‑base expansions.
Essential Qualifications
- Based in the Pacific or Mountain time zones (PST/MST).
- Fluent in English, with excellent written and verbal communication skills.
- Minimum of 2 years of experience in a customer‑facing role (sales, support, hospitality, etc.).
- Proven ability to work independently in a remote setting, managing time and priorities effectively.
- Strong problem‑solving skills and a curiosity to dissect and rebuild processes.
Preferred Qualifications
- Direct experience in a technical support environment.
- Background in coding or technical troubleshooting (VoIP, email, network management, APIs).
- Deep knowledge of the SaaS and CRM landscape, including experience with other sales platforms and integrations.
Skills & Competencies
- Exceptional customer empathy and a passion for delivering outstanding service.
- Strong analytical mindset with the ability to interpret data and identify trends.
- Proficiency with support tools (workpinnacle, workpinnacle, workpinnacle, workpinnacle, workpinnacle, workpinnacle, workpinnacle).
- Excellent written communication—capable of drafting clear, concise help center articles.
- Team player who thrives in a distributed, cross‑functional environment.
- Adaptability to evolving processes and a willingness to take on new challenges.
Career Growth & Learning
workpinnacle is committed to your professional development. As a Customer Support Executive, you will have access to:
- Mentorship from senior support and engineering leaders.
- Regular learning sessions on product updates, industry trends, and technical skills.
- Opportunities to transition into product, engineering, or customer success roles.
- Annual performance reviews that focus on growth, impact, and career aspirations.
Work Environment & Culture
workpinnacle is a 100% remote company that trusts its employees to deliver results with autonomy. Our culture is built on:
- Transparency: open communication channels and a flat hierarchy.
- Work‑life harmony: flexible schedules, 5‑day or 4‑day work weeks, and generous paid time off.
- Diversity and inclusion: a global team spanning 16 countries across 5 continents.
- Community: annual retreats, quarterly virtual summits, and a co‑working stipend.
- Well‑being: paid parental leave, medical, dental, vision, and HSA options (US residents).
- Financial security: 401k matching at 6% (US residents) and dependent care FSA.
- Impact: revenue share after one year, a paid sabbatical after five years, and contributions to workpinnacle’s climate initiative.
Compensation & Perks
While specific salary ranges are not disclosed in the posting, workpinnacle offers a competitive compensation package that includes:
- Base salary commensurate with experience and market rates.
- Performance‑based bonuses and revenue share.
- Health, dental, and vision insurance with HSA options.
- 401k matching up to 6%.
- Paid parental leave and a generous PTO policy (5 weeks + winter holiday break).
- Additional PTO days each year and a paid sabbatical after five years.
- Co‑working stipend to support your home office setup.
- Access to workpinnacle’s climate initiative and other corporate social responsibility programs.
How to Apply
If you are passionate about delivering world‑class customer support, thrive in a fast‑paced remote environment, and want to be part of a company that values autonomy, transparency, and continuous growth, we want to hear from you. Submit your application through our career portal and join workpinnacle’s mission to transform sales communication worldwide.
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