Customer Care Specialist (US timezone - Fluent english - Technology savvy - Remote) at Labra

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

We are looking for motivated and customer-obsessed Customer Care Specialists to join our dynamic team. This role is essential in helping our U.S.-based customers onboard and navigate our platform effectively. As the first point of contact, you will play a pivotal role in ensuring a smooth, positive customer experience, ultimately contributing to our customers' success and satisfaction.


  • This role requires working in US PST timezone, from 7AM till 4PM - (Mon-Fri)
  • This role requires exceptional English speaking and writing skill.
  • You must have good knowledge and expereince of web based softwares.
  • You would be required to meet customers over Zoom video call and onboard them on our SaaS platform.

Objectives of this role

  • Drive a seamless customer experience that creates positive sentiment for our SaaS product and brand
  • Develop in-depth knowledge of our offerings and provide informative support and tailored recommendations to customers
  • Collaborate with our customer-success and product teams to drive constant improvement
  • Maintain accurate records of customer interactions and steps taken to resolve issues

Key Responsibilities:

  • Deliver exceptional customer service support via Intercom, email, Slack, and live Zoom video calls to assist customers with onboarding, navigating, and maximizing the use of the platform.
  • Provide detailed explanations of features and functionalities, tailoring guidance to meet the specific needs and questions of each customer.
  • Troubleshoot and resolve customer issues and inquiries in a timely, empathetic, and efficient manner.
  • Conduct welcome calls and follow-up communications to ensure successful onboarding and to gather feedback for continuous improvement.
  • Maintain up-to-date knowledge of's platform updates, new features, and best practices to provide accurate and helpful information.
  • Collaborate with the technical support team to escalate complex issues as needed while ensuring a seamless resolution process for customers.
  • Collect and report customer feedback to relevant departments to aid in product development and service enhancement.
  • Develop and maintain positive relationships with customers, promoting customer retention and loyalty.


  • Proven experience in customer service or support roles, preferably in the SaaS or tech industry.
  • Exceptional communication skills, both written and verbal in US English, with the ability to convey complex information clearly and empathetically.
  • Strong problem-solving skills and the ability to think critically to address customer concerns.
  • Familiarity with customer service software, ticketing systems, and tools (e.g., Zendesk, Salesforce, Intercom).
  • Ability to work independently in a remote setting while maintaining high levels of productivity and professionalism.
  • Highly organized with excellent time management skills and the ability to prioritize tasks effectively.
  • A customer-centric mindset with a passion for delivering outstanding customer experiences.
  • Availability to work during U.S. business hours to support our U.S.-based customers. 

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