Customer Support Specialist

We are a mission-oriented accessibility technology company looking for aCustomer Support Specialistto help our Deaf and Hard of Hearing user community get the most out of InnoCaption. You'll be on the front line with our users, primarily through email, SMS, and chat. Much of the work is technical troubleshooting, and because nearly all of our support happens in writing, clear written communication is at the heart of this role. You will report to our Sr. Manager of Customer Support and share what you hear from users with our product, engineering, and marketing teams so we can keep improving their experience. This is a full-time, fully remote position open to candidates across the United States. Some weekend and holiday work is required to ensure full coverage, and any weekend or holiday shift you work is offset with an alternate day off. Prior customer support experience is not required. We're looking for someone who is comfortable learning new software, has a sharp eye for detail, and has the patience and empathy to walk a user through a problem one step at a time. If that describes you, we'd love to hear from you. Company BackgroundInnoCaption builds apps that make phone and video calls accessible to the millions of Americans who are Deaf, Hard of Hearing, or have a speech disability. Through real-time captions and predictive text-to-speech, we help our users by removing barriers in daily communication. We're a fast-growing accessibility technology company that has ranked on the Inc. 5000 list of fastest-growing companies since 2021. Funded by the FCC, InnoCaption services are available at no cost to eligible users across the United States. Our tight-knit team of 40+ is headquartered in Irvine, California. We move fast, operate with a lot of autonomy, and care deeply about the people we serve. This role puts you inside that team, working on products that matter. Learn more about our mission and products at innocaption.com, and read real user reviews about our service on the App Store and Play Store. ResponsibilitiesUser Support : Assist users through email, SMS, and chat using our CRM software, resolving questions and technical issues with accuracy and care. Technical Troubleshooting : Diagnose and resolve issues on iOS and Android, including call flows, app settings, connectivity, and hearing device pairing. Escalation and Collaboration : Escalate complex issues to the right team members and work with them to find solutions, documenting each case clearly so others can act on it. Help Center and Knowledge Base : Write and update online help center articles and internal troubleshooting guides. AI Support Agent : Help monitor and improve our AI support agent, which handles simple and repetitive tickets, by reviewing its responses, flagging errors, and suggesting updates to its knowledge and workflows. Voice of the Customer : Collect and summarize user feedback for our product, engineering and marketing teams to improve the customer experience. Product Testing : Test new versions of our mobile apps to learn our service features and help catch issues before release.