Customer Support Representative (remote)

Company Description Forge is a growing technology-driven company focused on delivering streamlined, user-friendly solutions that help clients manage complex financial and operational processes. The organization values innovation, reliability, and strong customer relationships, creating products and services that are easy to use and responsive to client needs. Team members at Forge collaborate across functions in a fast-paced environment, with an emphasis on continuous improvement and learning. The company supports remote work and invests in tools and practices that enable effective communication and teamwork regardless of location.
Role Description This is a full-time remote role for a Customer Support Representative at Forge. The Customer Support Representative will respond to customer inquiries via email, chat, and phone, providing clear, timely, and accurate information about Forge’s products and services. Responsibilities include resolving issues through effective troubleshooting, documenting interactions in support systems, and following up to ensure customer satisfaction. The role involves collaborating with product and engineering teams to escalate and track complex issues, identifying patterns in customer feedback, and suggesting improvements to processes and documentation. The representative will also help maintain knowledge base articles and FAQs, and contribute to a positive, inclusive support environment.
Qualifications

• Strong Customer Support and Customer Service skills, with experience assisting users in a professional setting.
• Demonstrated focus on Customer Satisfaction, including follow-through on issues and proactive communication.
• Excellent Communication skills, both written and verbal, with the ability to explain technical or complex topics in simple terms.
• Ability to perform Troubleshooting, including gathering details, reproducing issues, and working through solutions methodically.
• Comfort working in a remote, digital-first environment, using support tools, ticketing systems, and collaboration platforms.
• Strong organizational skills, attention to detail, and the ability to manage multiple inquiries and priorities simultaneously.
• Previous experience in a tech or SaaS support role is beneficial; familiarity with financial or operational software is a plus.
• High level of professionalism, empathy, and respect for diverse customers and teammates.