Client Support Associate
Persona is a recruiting and staffing company that hires exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth.
Our clients include Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. We offer roles in project management, operations, finance, design, marketing, customer success, and more. Every hire is for a specific open position: one person, one dedicated client, built to last.
Every offer we make is for an open role with a single client — the kind of role that's almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.
Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but opportunity isn't. By recruiting globally for specific client roles, we've grown into one of the fastest-growing companies in the global staffing industry. Every applicant goes through the same steps, and each one is designed to let you show what you can actually do.
We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that's you, and one of our open roles fits, we'd like to meet you.
Role Summary
We are seeking a Client Support Associate (CSA) to deliver best-in-class customer experience as a front-line representative. This role differs from a generalist customer service position because of its technical scope: you will support customers and vendors with billing questions, technical troubleshooting, and challenges related to networking and video streaming protocols (RTSP, SMTP, HTTP). Ideal for an early-career candidate who is eager to build a long-term technical support career.
Key Responsibilities
- Provide prompt, accurate, and friendly customer service across text, calls, tickets, and email
- Respond to inbound customer and vendor inquiries; document interactions in the ticketing system
- Handle escalated customer support concerns effectively and professionally
- Collaborate cross-functionally to resolve issues ranging from billing to technical/networking challenges
- Educate customers on product features and self-service options using a needs-based approach
- Maintain a strong work ethic with full commitment to customer satisfaction daily
- Hit weekly, monthly, and quarterly KPI goals tied to response time, CSAT, and resolution rate
Required Qualifications
- Less than 1 year of proven experience in customer support (this is an explicit early-career role)
- Exceptional written and verbal communication via phone, email, and text
- Strong technical/computer skills, including comfort with multi-screen systems
- Basic understanding of networking concepts and familiarity with video streaming protocols (RTSP, SMTP, HTTP)
- Structured, self-motivated approach to weekly/monthly/quarterly goals
- Genuine passion for customer service and learning new software
- Fully fluent in English
- Ability to commit long-term and full-time
Preferred Qualifications
- Prior experience in a remote, customer-driven environment
- Exposure to SaaS, IoT, security cameras, or video streaming products
- Familiarity with help desk or ticketing software
Tools & Technologies
- Zendesk, Intercom, Freshdesk, Slack, Zoom, multi-screen workstation; basic exposure to networking tools and protocols (RTSP, SMTP, HTTP)
Core Competencies
- Empathetic and patient with customers
- Technically curious; eager to grow into deeper technical support
- Structured and goal-driven
- Strong attention to detail in ticket documentation
- Calm under pressure during escalations
What We Offer
- Best salaries in the industry
- Work from anywhere permanently
- Opportunities for growth and advancement
- A fast-paced and collaborative environment
- A warm, people-first company culture
- Get paid in your currency of choice
- Full benefits
This is a full-time, long-term remote position dedicated to one client company. Persona provides onboarding and ongoing employment support for this position.
