Technical Customer Support Representative

Skool is looking for a Technical Customer Support Representative to help creators and community owners solve complex issues and deliver an exceptional support experience. You'll work directly with creators to troubleshoot technical issues, investigate bugs, answer complex product questions, and ensure every customer feels taken care of. Beyond solving tickets, you'll identify trends, analyze data, collaborate closely with Engineering, and help improve the product by surfacing actionable insights and recurring issues.

This is a 100% remote position. Skool has an office in Los Angeles, CA but works as a distributed team.

What you'll do

• Provide support to creators via email (no phone or live chat)
• Investigate technical issues and bugs using tools like Help Scout, Grafana, Lightdash, Stripe, and internal tooling
• Work closely with Engineering to troubleshoot and resolve complex customer issues
• Reproduce bugs and write clear, actionable bug reports
• Analyze trends across support cases to identify opportunities for product improvements
• Create and maintain internal documentation and troubleshooting guides
• Take ownership of customer issues from investigation through resolution
• Help improve support processes and contribute to a world-class customer experience

What we're looking for

• You are able to work our open shift of 11:00 AM – 7:00 PM PDT, Wednesday through Sunday
• You have experience supporting complex SaaS products and handling technical customer escalations
• You have experience investigating technical issues using tools like Help Scout, Grafana, Lightdash, Stripe, or similar support and observability platforms
• You have exceptional written communication skills and can explain technical concepts clearly
• You enjoy investigating problems, identifying root causes, and collaborating with engineers to translate customer issues into actionable bug reports and technical solutions
• You are highly organized, detail-oriented, take ownership, and thrive working independently while managing multiple priorities
• You are curious about how systems work, continuously look for ways to improve processes, and have a customer-first mindset
• Bonus: Familiarity with the creator economy, online communities, or coaching and education businesses

Why join Skool?

• Over 20M users, 100K communities, $1B in creator revenue + already profitable (!)
• Fast growing, mission-driven company with a focus on education & community
• We’re a small collaborative team that likes to have fun while prioritizing balance
• Remote first, industry leading compensation, fully covered medical, dental & vision insurance (including dependents), 401(k) matching, and more!