Customer Support Representative

We at TextExpander are on a quest to help people work smarter, not harder, and to do that, we’re searching for a passionate Customer Support Representative to assist our TextExpander users with their general inquiries and technical questions.

If you’re:

‍

• A natural, technical problem solver
• A master communicator via email and chat (but won’t shy away from a call)
• Always learning, innovating, and growing

We want to talk to you!

The general:

The bulk of this position revolves around assisting current and potential TextExpander customers with everything from general inquiries, educating them on TextExpander, and resolving tier 1 issues.

The specifics:

You’re a pro at managing a support queue and connecting with customers through written communication. You handle incoming support emails in a timely manner and escalate tickets that need further investigation to Tier 2. You notice trends within your support cases and raise them to the appropriate teams when necessary. You’re a self-starter who manages your time effectively, follows through on tasks, and takes ownership of your work. You love keeping the knowledge base up to date and making sure users have the information they need to be successful with TextExpander’s products.

You have experience:

• Managing a support queue and responding to customer emails with empathy, troubleshooting issues, and spotting potential bugs
• Teaching “how-to’s” over email in a way that makes users feel confident — bringing your personality into every interaction
• Following up on resolutions and helping improve the product experience
• Acting as a customer advocate, identifying trends in support cases, and escalating issues when needed
• Meeting and exceeding KPIs for response times, customer satisfaction, and quality of support
• Keeping the knowledge base up to date and jumping into support projects once the queue is under control

Needed for the job:

• High-speed, reliable Internet connection
• 1+ years in technical support of a SaaS product, preferably via email or chat
• Experience working with macOS, iOS, Windows
• A great attitude and an eagerness to learn and solve problems

Preferred for the job:

• College education
• 2+ years working remotely
• Strong interest in productivity / working smarter
• Passion for your work and self-motivation

Why you should join the TextExpander team:

We've been building something worth being part of for over 20 years. What started as a two-person team has grown to more than 50 people — consistently profitable and still genuinely excited about the work we do.

We show up for our customers and for each other. Our team is close-knit and geographically distributed, connected by a shared commitment to accountability, integrity, and doing right by the people who rely on our product. Culture isn't a slide deck here — it's how we actually operate.

We're stronger with diverse perspectives at the table. We actively encourage candidates from underrepresented backgrounds to apply, even if you don't check every box. If this role sounds like the right fit, we want to hear from you.

Benefits:

• High level of autonomy in your role
• Motivated and creative teammates
• Flexible schedule
• Employment benefits:
  • Healthcare reimbursement plan (ICHRA plan)
  • Paid vacation and sick leave
  • Company-paid Short- and Long-Term Disability Insurance
  • Company-paid basic life insurance
  • Paid Parental Leave Policy
  • 401(k) plan
• Salary: $55,000 - $70,000 depending on location and experience

The Fine Print:

TextExpander provides equal employment opportunities (EEO) to all employees and applicants for employment. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.