Customer Service Specialist (Remote)

About Midrocket

At Midrocket, we help companies across multiple industries design, build, and grow their digital presence.

Alongside our web development business, we build and support digital products used by thousands of users worldwide. We believe that exceptional customer support is one of the key factors behind great products.

We're looking for a Customer Service Specialist who genuinely enjoys helping people, solving problems, and delivering an outstanding customer experience.

You will become one of the main points of contact for our clients and users, working closely with our Product, Development, and Operations teams to ensure every request is handled efficiently and professionally.

What You'll Do

• Provide customer support via email, chat, and ticketing systems.
• Answer product questions clearly and professionally.
• Investigate customer issues and reproduce reported bugs.
• Escalate technical issues to developers when necessary.
• Follow up with customers until issues are fully resolved.
• Manage support tickets and maintain accurate documentation.
• Collaborate with Product, Development, and Project Management teams.
• Identify recurring customer issues and suggest improvements.
• Help create and maintain help center documentation and FAQs.
• Deliver an exceptional customer experience in every interaction.

Requirements

• Previous experience in Customer Support, Customer Success, or Help Desk.
• Excellent written communication skills.
• Strong problem-solving abilities.
• High attention to detail.
• Ability to manage multiple customer conversations simultaneously.
• Strong organizational skills.
• Ability to prioritize tasks independently.
• Comfortable working remotely.
• Customer-first mindset.
• Professional-level English.

Nice to Have

• Experience supporting SaaS products.
• Experience with ticketing platforms such as Intercom, Zendesk, Freshdesk, or Trengo.
• Experience working with WordPress websites.
• Basic technical understanding of websites and web applications.
• Familiarity with HTML and CSS.
• Experience documenting processes and creating help center articles.
• Previous experience working in a digital agency.
• Additional languages are a plus.

What We're Looking For

We're looking for someone who genuinely enjoys helping people and takes ownership of customer issues until they're fully resolved.

You should be proactive, empathetic, organized, and capable of communicating clearly with both customers and technical teams.

The ideal candidate is naturally curious, enjoys learning new products quickly, and can explain technical concepts in a simple and approachable way.

You'll become an important bridge between our customers and our internal teams, helping improve both the product and the overall customer experience.

We're particularly interested in people who:

• Communicate clearly and professionally.
• Stay calm under pressure.
• Are highly organized.
• Learn quickly.
• Enjoy solving problems.
• Pay close attention to detail.
• Work well independently.
• Take initiative rather than waiting for instructions.

What We Offer

• 100% remote position.
• Full-time, long-term role.
• Competitive salary based on experience.
• Flexible, results-driven work environment.
• Direct collaboration with our Product and Development teams.
• Continuous learning and professional development.
• Opportunity to grow into Customer Success or Operations roles.
• Work with modern digital products and international clients.
• High level of autonomy and responsibility.
• Friendly, collaborative, and supportive team culture.