Job Title: Customer Service Rep I - Product Support
Duration: 08/31/2026 to 08/30/2027
Location: Remote - based anywhere in the USA (PST candidates preferred to work west coast hours)
Pay rate: $17-18/hr W2
Schedule: Standard 40 hours. 8am-5pm.
Job Description:
Product Support is a customer-facing role responsible for helping Cocoon users navigate questions and issues through email and scheduled calls. The role is primarily focused on managing inbound support requests, providing clear and empathetic responses, and ensuring users receive timely, high-quality help. This person will work within a tiered software support model, use tools like Front, Calendly, and Zoom, and handle a daily mix of email tickets and customer calls. The ideal candidate is early-career or has 0–2 years of support experience, brings strong customer service instincts, and is eager, positive, and comfortable working in a fast-paced software environment.
Customer support / customer service experience, ideally in a software company
Strong written communication for handling email-based support
Comfort managing customer calls via phone or Zoom
Ability to work in a tiered software support model
Familiarity with tools like Front, Calendly, and Zoom
Strong empathy and positive customer-facing energy
Ability to manage a steady support queue, including ~30–45 email tickets per day and ~5–10 calls per day
Availability during core support hours, 9am–6pm CA time
Eagerness to learn, especially for entry-level or early-career candidates
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