User Support Associate

We are looking 🔎 for a fantastic User Support Representative to join our team and assist our partner in California. 🇺🇸☀️The company you’ll be working with is a great SaaS provider that helps other companies manage their legal documents.

HKR was remote before it was even cool! 😎

Remote is allowed, encouraged, and the norm. Now, and forever. There’s only one catch, and it comes from this guy: “Whatever you are, be a good one” - Abraham Lincoln.

• but you can always drop by our locations in Bucharest and Cluj if you’re around.
  
  

What you'll be doing?

• 🔶 Content Creation & Knowledge Base
• Write, update, and polish help center articles to proactively address common user queries.
• Develop engaging training materials and craft short, informative explainer videos.
• Assist in creating impactful presentations and review decks to empower our Customer Success team.
• 🔶 AI Chatbot Management
• Monitor and train an AI chatbot to seamlessly handle routine customer interactions.
• Regularly review chatbot conversations, pinpoint areas for improvement, and fine-tune content for optimal performance.
• Collaborate closely with the team to strategically leverage AI tools for maximum efficiency.
• 🔶 Customer Support
• Deliver exceptional front-line support through email, chat, and occasional phone/video interactions.
• Escalate complex inquiries swiftly, ensuring timely and effective solutions.
• Coordinate and schedule calls or demos for our Customer Success Managers (CSMs).
• 🔶 Data Analysis & Reporting
• Assist in gathering and summarizing data for client presentations and account reviews.
• Actively collect user feedback, identify common pain points, and support ongoing product and content enhancements.
• 🔶 Process Improvement & Collaboration
• Collaborate proactively with cross-functional teams (CSMs, Marketing, Development) to keep support documentation fresh and relevant.
• Suggest innovative improvements to workflows, content organization, and enhance overall user experience.
  
  

About You

• 🌀 You have 1–2 years of experience in Customer Support, ideally in SaaS.
• 🌀 Your English is impeccable—native (C2) or near-native, both written and spoken.
• 🌀 You hold a Bachelor's degree or equivalent professional experience.
• 🌀 You're tech-savvy and excited to explore new AI tools; experience managing chatbots or similar tech is a big plus!
• 🌀 Creativity and resourcefulness are your strengths—creating engaging content (written and video) is second nature.
• 🌀 You're confident assembling and delivering polished presentations.
• 🌀 You possess an analytical mindset, able to translate data into clear, actionable insights. 🌀 Collaboration energizes you—you're excited to partner with diverse teams.
• 🌀 You're adaptable, comfortable juggling multiple tasks, and thrive in a dynamic environment.
• 🌀 You’re positive, approachable, professional, and love a good laugh!
  
  

Perks

• 💰 Great pay
• 🏠 Remote, full-time job; no city borders, apply from any location as long as it’s in Romania
• 🕐 Rotating shifts: you’ll work in the afternoon shift for 3 weeks (2 PM - 11 PM) and in the morning shift for 1 week (9 AM - 6 PM)
• 🥳 Start-up culture, young team, no egos, no BS