Time zones: EST (UTC -5), MST (UTC -7), ART (UTC -3), UTC -4, UTC -4:30.

Semaphore, a leading software delivery service with a global customer base, is seeking an Account Support Representative to join our team.

Our Customer Support team is key to how we build relationships with customers. More than 9 out of 10 customers describe Semaphore support as exceptional. Our goal is to keep customers satisfied by helping them as quickly and effectively as possible—this is where you come in.

You will manage a wide range of questions, including those related to user credentials, billing, and user administration, while routing technical support requests to the rest of the team. This role requires logical thinking and a strong sense of urgency when solving problems.

This is a full-time, entry-level, remote position.

Applicant note: Working hours are 10:00–18:00 PST (GMT-8).

Responsibilities:
– Respond to customer inquiries promptly and accurately via email or chat
– Analyze customer requests to identify common issues and needs
– Improve Semaphore documentation
– Update our internal knowledge base with helpful information collected from customer interactions
– Help develop internal processes and procedures to make them more effective and efficient
– Collect customer feedback and share it with the relevant teams
– Follow up with customers to ensure their issues are resolved
– Coordinate with other teams to support and oversee customer payments

Requirements:
– 2+ years of professional experience in a similar role
– Minimum bachelor’s degree or equivalent education
– Excellent English skills (written and verbal)
– Strong emotional intelligence and empathy—kind and supportive with customers, even when they’re frustrated
– Strong analytical reading skills—you can identify the real question behind the message
– Excellent problem-solving skills—you may not have all the answers, but you know how to find and communicate solutions
– A passion for helping real customers solve real problems
– Ability to work effectively remotely with an international team
– Highly organized, self-directed, with strong attention to detail and work ethic
– Proactive team player who wants to contribute to evolving team processes

Bonus experience:
– Previous customer support experience at startups
– Familiarity with remote desktop tools and help desk software (e.g., Zendesk)
– Experience communicating with developers

Benefits:
– Work on a product that competes in a global market
– Join a small team of about 30 full-time colleagues who enjoy what they do
– A healthy 40-hour workweek and a friendly, supportive environment
– Competitive salary
– Company retreats
– Ongoing learning opportunities and the ability to choose tools and equipment for your role
– Paid conference trips and the option to choose relevant books
– Engage with developers who use Semaphore and discuss modern ways to build and ship software
– Paid fitness club membership of your choice

Semaphore is an equal-opportunity employer. In line with our mission to serve a diverse, global audience, we value diversity and an inclusive culture. We welcome applications from qualified individuals regardless of race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, or veteran status.