Customer Support Executive

Position Title: Customer Support Executive
Location: Remote
Position Type: Full-time
Working Hours: 12-8pm GMT

**Our Mission**
To empower small businesses, marketers, and creators to grow with ease — by simplifying social media management through a beautifully simple, visual, and powerful tool.

**The Role**
This role plays a key part in that mission. The Customer Support Executive ensures every Hopper HQ user feels supported, confident, and inspired. Whether they’re scheduling their first post or managing multiple brand accounts.

You’ll be the friendly, knowledgeable face of Hopper HQ, helping customers solve problems quickly, discover new features, and get the most out of their social media strategy.

With your strong understanding of customer service best practices and your natural ability to communicate with empathy and clarity, you’ll guide a wide range of businesses to success on social media.

**The Team**
You’ll collaborate closely with the Product and Marketing teams to share customer insights, surface opportunities for improvement, and shape a world-class support experience that increases the value of Hopper HQ for our growing community.

You’ll be part of a small, tight-knit team, reporting to the Head of Customer Success, and working closely with the Product and Marketing teams to ensure a consistent, thoughtful, and high-quality experience across every touchpoint.

**Success of the Role**
Customer Support & Communication:
> Deliver timely, friendly, and effective support to customers via Intercom chat.
> Troubleshoot technical issues and guide users through solutions clearly and confidently.
> Maintain a strong understanding of Hopper HQ’s features, updates, and workflows to deliver accurate, up-to-date support.
> Escalate bugs, outages, or recurring customer issues to the Product team with clear documentation.
> Provide empathetic, brand-aligned communication that makes customers feel heard, supported, and valued.

Customer Experience & Retention:
> Identify patterns in customer questions or frustrations to help improve the product and onboarding experience.
> Support new users through setup and early success milestones, reducing time-to-value and improving activation.
> Contribute to support articles content to proactively answer common questions.
> Track and report on key customer metrics (e.g. response times, CSAT, issue trends) and suggest improvements.
> Advocate for customers internally ensuring their voices help shape our roadmap and priorities.

Cross-Team Collaboration:
> Work closely with the Head of Customer Success to uphold and evolve Hopper HQ’s support standards.
> Collaborate with the Product team to share customer feedback, test new features, and report recurring issues.
> Contribute to internal documentation and process improvements within the Customer Success function.

**Outputs & Expectations**
We measure success in this role by the quality, speed, and care you bring to every customer interaction — and by your contribution to a calm, consistent, and high-performing support function.

You will be expected to:
> Maintain a median first response time below 2 hours across support.
> Achieve and sustain a CSAT (Customer Satisfaction) score of 80% or higher.
> Achieve and sustain a Trial Graduation score of 40% or higher.
> Achieve and sustain a Customer Churn score of 6% or lower.
> Ensure the support inbox is cleared daily, with all conversations resolved, followed up, or properly tagged for escalation.
> Log, track, and communicate all bugs or technical issues with clear, reproducible detail for the Product teams.
> Monitor and update help documentation to keep support content accurate, friendly, and easy to follow.
> Provide structured feedback on recurring user pain points or product improvement opportunities each week.
> Proactively identify and suggest process improvements to make the support experience faster and more delightful.
> Contribute to a positive, collaborative team culture, embodying Hopper HQ’s values of clarity, empathy, and simplicity.