Customer Support Representative

We’re seeking a full-time, remote Customer Support Representative for our company.

Baymard Institute conducts large-scale UX research studies, sharing our findings through a bespoke B2B SaaS platform that serves 2,000+ retailer stores, brands, and agencies across 80+ countries — including 71% of Fortune 500 ecommerce companies. We’re fully distributed, with ~60 team members spanning America and Europe, all committed to advancing ecommerce UX.

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What You’ll Do

Your role will be to deliver excellent customer support and ensure smooth interactions between Baymard and its global customers. This includes:

Customer Support & Communication

• Responding to customer questions related to their Baymard account, access, onboarding, or general support needs.
• Helping customers troubleshoot issues related to login, access rights, service activation, and organizational approval processes.
• Maintaining our high standard for clear, empathetic, and solution-oriented, written communication.

Internal Coordination

• Collaborating with the operations, sales, and finance teams to resolve customer-related issues.
• Assisting in organizing internal support workflows and helping improve processes as Baymard grows.
• Ensuring customer inquiries are handled efficiently and escalated appropriately when needed.

Your role may gradually expand to cover additional administrative or operational responsibilities depending on your interests and Baymard’s needs.

Your Daily Tasks

Your typical day-to-day tasks (80% of the time) will be:

Manage Support Queue

• Case assessment and routing.
• Prioritize cases based on urgency and impact.
• Direct customer communication.

Technical Assistance & Troubleshooting

• Conduct initial technical analysis and collaborative troubleshooting with clients.
• Configuration/navigation assistance.

Knowledge Management

• Maintain a deep, technical understanding of all current and upcoming product features.
• Maintain and contribute to the customer-facing Knowledge Base/Help Center.

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Who You Are

For this role, you should be deeply motivated by helping customers succeed and providing top-tier service — especially in writing. Your exact education/work experience is less important, but a background and experience with customer support is mandatory.

We will train you in all the processes you don’t already know. As such, a desire to learn, be pragmatic, and be solution-oriented with each customer is essential. Typically, our customers will have questions ranging from our product pricing, plan options, research methodology, technical issues, account changes, and more. You can expect to investigate issues in collaboration with colleagues in different departments and provide timely context and responses.

Familiarity with Hubspot (or a CRM platform) is a plus, but not a strict requirement. Currently, we use Hubspot to centralize our support inquiries among our teams.

What You’ll Need

We’re looking for the following qualifications for this role:

• Service-minded: You enjoy helping customers navigate processes within their organization.
• A problem solver: Each customer may have unique internal systems, so you must be pragmatic and solution-oriented.
• Strong in written English: Nearly all communication (internal and external) is written and in English.
• Self-driven and organized: You can plan your own work and stay on top of open cases.
• Flexible: Our processes are evolving as we grow — you’ll help shape them.
• Comfortable with technology: You’ll work across multiple SaaS tools, and occasionally with spreadsheets (CSVs, Google Sheets).
• Patient: Some customer workflows (especially in large organizations) take weeks or months to resolve. Their support issues need monitoring and follow-up.

This role is based within the Commercial Operations team. However, as you are the front line responsible for assessing and accurately routing diverse incoming support cases, you will collaborate closely with Research, Engineering, Product, and Finance as well to ensure proper hand-offs and resolutions.