North America Customer Support Assistant

I run a small but growing company and need someone based in the United States or Canada who can become the friendly voice and inbox presence for my customers. Your main focus will be day-to-day customer support: taking incoming calls, responding to email inquiries, and making sure every existing customer gets clear, accurate answers without delay.

Here’s how the role looks in practice:
• Answer phone calls during business hours (I use a VoIP line you can pick up from your computer or mobile).
• Triage and reply to support emails—most questions are straightforward product or account-related requests that follow set guidelines.
• Keep concise notes in our CRM after each interaction so I can stay up to speed.

Because the calls are almost exclusively from current customers, an upbeat, patient tone and solid product comprehension will matter more than hard-sell skills. Familiarity with common support tools such as Zendesk, Freshdesk, or HubSpot is helpful; if you are comfortable with Google Workspace and basic call-routing dashboards, you’ll be ready to go.

I’ll provide:
• A short knowledge-base, call scripts for the most frequent questions, and direct Slack access to me for quick escalations.
• Training sessions during your first week so you feel confident before working independently.

Deliverables I expect:
1. Same-day responses to all queued emails.
2. A logged summary of each call (name, issue, resolution, follow-up needed).
3. A weekly support report highlighting recurring issues or suggested improvements.

If you’re in US or Canada, have reliable internet, a quiet workspace, and genuinely enjoy helping people, I’d like to hear how your experience aligns with this support-first role.