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The Position

Sequencing.com is seeking a Customer Success Representative (24/7 Support) to join the team. In this role, you will provide exceptional customer support, troubleshoot technical issues, and escalate complex issues to the customer support management team when needed. This role is focused on improving the overall customer experience by delivering 5 star customer support in a fully remote, shift based environment.

The Impact

• Provide responsive, high quality support to customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X.
• Respond to customer questions related to product features, troubleshooting, billing, and general support with accuracy, empathy, and urgency.
• Provide order and technical support for e-commerce platforms, marketplaces, and digital subscriptions.
• Monitor and manage customer issues through resolution, escalating complex matters when needed.
• Maintain accurate records of customer interactions and follow up to ensure a strong customer experience.
• Partner across engineering, product, and sales to help resolve customer concerns and improve support outcomes.
• Contribute to customer support documentation, including customer education content and how to guides.
• Identify trends in customer feedback and share insights that help improve the overall customer experience.
  
  

Dominant and Recessive Traits

• 1+ years of experience in customer support, customer success, or a similar role, with experience supporting online and digital services.
• Experience using Zendesk, Intercom, Jira, or similar ticketing systems to manage, document, and resolve customer issues.
• Experience supporting customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X, with strong written communication and follow up skills.
• Experience troubleshooting customer, order, and technical issues across e commerce platforms, marketplaces, digital subscriptions, CMS environments, and payment processing dashboards.
• Experience using Slack, Zoom, and AI tools to support communication, collaboration, and customer support workflows.
• Experience assessing and responding to support requests, feedback, and complaints, including triaging urgent issues, using de escalation strategies, and navigating internal resources to find solutions.
• Minimum 6+ months of remote work experience, with weekend and night availability required to support a fully remote, shift based, 24/7 environment.
• Experience in tech support, genetics, healthcare, biotechnology, or SaaS is preferred; multilingual proficiency and familiarity with AI driven support tools and automation are a plus.