adminFull job description
EchoAgain is a SaaS company with a deeply personal mission: we help people reconnect with their most cherished memories by using AI to recreate the voices of deceased loved ones. We are building technology that bridges the gap between the past and the present, providing comfort and connection to our users. We value empathy, transparency, and collaboration, creating a culture where every team member’s voice helps shape our future.
The Opportunity
We are looking for a warm and articulate Customer Support Representative to join our team. In this role, you aren’t just closing tickets, you are guiding people through an emotional and meaningful experience.
Our users often come to us with a specific goal: to hear a loved one’s voice again. Your job is to make that process as smooth, comforting, and easy as possible. You will be the friendly human touch in a high-tech environment, ensuring that every user feels heard, valued, and supported.
What You’ll Do
Deliver Exceptional Care
- Respond to user inquiries via email and chat with warmth, personalization, and speed.
- Go above and beyond to turn confused or frustrated users into relieved and happy ones.
- Manage user expectations transparently regarding what our AI technology can and cannot do.
Guide & Onboard
- Walk less tech-savvy users through the process of creating an account, uploading audio files, and generating voice models.
- Act as a knowledgeable guide, helping users select the best audio samples to get the highest quality results.
- Assist with account management tasks, including subscription changes, billing questions, and refunds.
Advocate for the User
- Spot trends in user questions to identify where our product might be confusing.
- Share user stories (both struggles and successes) with the product team to ensure we are building features that actually help people.
- Update our Help Center articles to ensure they answer the questions real people are asking.
Who You Are
Deeply Empathetic
- You have high Emotional Intelligence (EQ). You know how to read the tone of an email and respond appropriately-whether the user is excited, skeptical, or grieving.
- You are patient. You don’t mind explaining the same concept three times if it helps a user succeed.
A Natural Communicator
- You write clearly and concisely, but with personality. You avoid robotic “corporate speak.”
- You are a great listener. You seek to understand the why behind a user’s problem, not just the what.
Remote-Ready
- Highly organized and able to manage priorities independently in a remote environment
Experience
- 1+ years of experience in a customer-facing role (Support, Hospitality, Success, or Community Management).
- Experience working in a remote environment is a plus.
The Perks & Benefits
We believe that to do your best work, you need to be well-rested, healthy, and supported. Our benefits package reflects our commitment to our team:
- Work From Home: This is a fully remote position. Work from where you feel most productive.
- Top-Tier Healthcare: 100% premium coverage for Medical, Dental, and Vision for you and your dependents.
- Rest & Recharge: We offer Unlimited PTO. We don’t just say it; we enforce it. We have a mandatory policy requiring employees to take a minimum of 3 weeks off per year, plus company holidays.
- Financial Future: 401(k) retirement plan with company match.
- Growth Culture: We provide professional development opportunities and encourage all employees to provide feedback to help shape the future of the company.
Job Type: Full-time
Pay: $50,000.00 – $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: Remote
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