[Remote] Customer Support & Operations Specialist

Note: The job is a remote job and is open to candidates in USA. point.me is a company focused on increasing the spending power of individuals by optimizing loyalty points for travel. They are seeking a Customer Support Specialist to manage email support, improve processes, and enhance customer confidence in navigating loyalty points.

Responsibilities

• Manage and resolve email-based support tickets, aiming to fully clear or get close to clearing the inbox daily.
• Maintain and continually improve macros, workflows, and internal processes related to refunds, billing, and customer issue resolution.
• Own updates to our Help Center, ensuring articles stay current and accurate.
• Host occasional 15-minute product demos for premium users (typically 1-5 per week).
• Work closely with our Support Coordinator and CX Lead to identify patterns in customer feedback, recommend improvements, and contribute to a smooth, thoughtful support operation.
• Meet business-day SLAs while having the option to flex some hours into weekends if preferred.

Skills

• Experienced in email-based support.
• Strong communicator.
• Process-minded.
• Comfortable working autonomously.
• Tech-forward and adaptable.
• Customer-obsessed.

Benefits

• Fully-paid Medical, Dental, Vision, HRA for US employees
• Paid family leave for all parents
• Option to work flexible weekend hours

Company Overview

• Point.me is a travel engagement platform that connects consumers to loyalty programs with the reward flights for their points. It was founded in 2021, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://www.point.me.