Weekend Customer Support Specialist (Remote)

About PrivacyHawkPrivacyHawk is on a mission to help people take back control of their personal data and protect their privacy online. We help users reduce their digital footprint, manage data broker opt-outs, and monitor identity risks — all through an easy-to-use app and friendly, human support.We’re a fully remote, fast-moving startup where every teammate has a real impact. If you care about helping people, enjoy solving problems, and communicate clearly and empathetically, you’ll feel right at home here.About the RoleWe’re looking for a Weekend Customer Support Specialist to be the front line for our users on Saturdays and Sundays. You’ll handle inbound support via Intercom, helping users with billing questions, cancellations, troubleshooting, and general product guidance.This role is ideal for someone who:Loves talking to people and writing clear, friendly repliesCan stay calm and kind when users are stressed or upsetIs detail-oriented and comfortable working in support tools and payment platformsWants to grow with a company and take on more responsibility over timeYou’ll work 8 hours per day on weekends (Saturday and Sunday), starting at 9:00 a.m. Pacific Time, with the potential for additional hours or responsibilities as we grow.What You’ll DoSupport users via Intercom (live chat and email-style messages)Handle subscription questions, including cancellations, plan changes, and basic billing issuesInvestigate and respond to questions about charges, refunds, and account statusGuide users through how PrivacyHawk works, set expectations, and explain our tools and limitations clearlyDocument common issues and share feedback with the team to improve our product and processesFollow internal policies for refunds, promotions, and account adjustmentsDe-escalate frustrated users with empathy, clarity, and professionalismCollaborate with your teammates and manager to ensure coverage and smooth handoffs between weekday and weekend supportMust-Have Skills & ExperienceExcellent written and spoken English (near-native level)1–3+ years of experience in Customer Support or a similar client-facing role (SaaS, tech, or app-based products preferred)Hands-on experience with Intercom. (inbox, macros, tags, saved replies, SLAs, etc.)Comfortable writing clear, friendly, and concise responses in a high-volume environmentStrong empathy, patience, and ability to communicate with users who may be stressed, confused, or angrySolid problem-solving skills — you can investigate issues, ask the right questions, and propose solutionsNice-to-Have (Bonus) SkillsThese are not required, but great to have:Experience with Stripe (processing subscription cancellations, issuing refunds, adjusting billing periods, applying promotions/discounts)Previous support experience in fintech, privacy, cybersecurity, or identity protectionExperience working in a startup environment with changing processes and lots of collaborationFamiliarity with Slack, Notion, Google Workspace, or similar tools for documentation and internal communicationComfort reviewing and explaining subscription terms, auto-renewals, and refund policiesExperience handling charge-related disputes or explaining billing logic to customersWhat We Offer$12 USD per hour to start, with a performance review after a ramp-up period to discuss potential adjustments. And an additional monthly $25 USD health stipend.Stock options so you can share in the upside as we growUnlimited PTO, as long as it’s coordinated with your team and manager100% remote work — work from wherever you’re most comfortableA supportive, collaborative environment where your voice actually mattersReal opportunities to grow your responsibilities and career as PrivacyHawk scales