Baymard Institute: Customer Support Representative
Role highlights
Full Time
Permanent
Entry
Remote
The role requires entry-level customer support experience, emphasizing strong written English communication skills to manage all customer interactions via written channels. Candidates must be service-minded, patient, and motivated to assist customers effectively through clear, empathetic, and solution-oriented responses. Key responsibilities include troubleshooting account access, login issues, service activation, and navigating the SaaS platform, requiring a solid understanding of product features and technical aptitude with SaaS tools. Familiarity with CRM platforms such as Hubspot is advantageous but not mandatory. The position demands self-organization and the ability to manage a support queue by assessing, prioritizing, and routing customer inquiries efficiently while collaborating with operations, sales, and finance teams to resolve issues. Proficiency in spreadsheet tools like CSVs and Google Sheets is necessary to handle data and support workflows. Flexibility and adaptability to evolving processes in a remote, distributed team environment across US and European time zones are essential. The role also involves contributing to the customer-facing Knowledge Base and improving internal support processes. Candidates should be comfortable working independently in a fully remote setting with limited travel. Overall, this position suits individuals with a high school education, foundational customer support skills, strong written communication, problem-solving capabilities, and a pragmatic, technology-friendly approach to SaaS customer service.
About the role
Headquarters: Denmark
URL: https://baymard.com/
Role Summary
- Full-time, remote Customer Support Representative
- Support global customers of Baymard’s B2B SaaS UX research platform
- Join a distributed team of ~60 across America and Europe
Responsibilities
Customer Support & Communication
- Respond to customer questions about accounts, access, onboarding, and general support
- Troubleshoot login, access rights, service activation, and approval issues
- Maintain clear, empathetic, solution-oriented written communication
Internal Coordination
- Collaborate with operations, sales, and finance to resolve customer issues
- Help organize internal support workflows and improve processes
- Ensure efficient handling and escalation of customer inquiries
- Potential to expand into additional administrative or operational tasks
Daily Tasks
- Manage support queue: assess, route, and prioritize cases; communicate with customers
- Provide technical assistance and troubleshooting; help with configuration and navigation
- Maintain deep understanding of product features
- Contribute to the customer-facing Knowledge Base/Help Center
Requirements
- Experience in customer support (mandatory)
- Service-minded and motivated to help customers
- Pragmatic, solution-oriented problem solver
- Strong written English skills (all communication is written)
- Self-driven and organized; able to manage own workload
- Flexible and adaptable to evolving processes
- Comfortable with technology and SaaS tools; able to use spreadsheets (CSVs, Google Sheets)
- Patient with long customer workflows and follow-ups
- Familiarity with Hubspot or CRM platforms is a plus (not required)
Practical Details
- 100% remote, full-time (EU, UK, or IE)
- Daily overlap with US and European time zones required
- Written English proficiency required
- Salary based on qualifications
- Start date: As soon as possible
- Limited travel: 1-2 weeks/year (mainly for company meetups)
How to Apply
- Send the following to [email protected]:
- Cover letter in English (PDF, 1-2 pages) describing your fit for the role (required)
- CV/resume (PDF) or LinkedIn profile link (required)
- Application deadline: January 4th, 2026 (end of day)
- All applications treated confidentially
Benefits
- Work with a global, distributed team
- Referral bonus: 1-year Baymard Core plan if you refer a successful hire
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