Customer Support Specialist at Hi Rasmus

At Hi Rasmus, people are at the heart of everything we do. Whether you’re just joining us or have been part of our journey, we’re excited to have you on board!

We’re on a mission to make evidence-based autism care accessible to families everywhere. 🌍 Families shouldn’t have to uproot their lives to access support—that’s why we break down barriers while keeping the human touch at the center of our work. Our goal? To positively impact the lives of 1 million children with autism.

Rooted in a culture that values trust, collaboration, and balance, we foster a workplace where everyone feels valued and empowered.

Our Core Values

• Innovation 🧠 – We embrace creativity and seek better solutions.
• Integrity ⚖️ – Honesty and trust guide everything we do.
• Collaboration 🤝 – Together, we achieve more.
• Growth 🌱 – We’re committed to personal and professional development.
• Empathy ❤️ – We prioritize understanding and human connection.

 What It’s Like to Work Here

At Hi Rasmus, we trust our team to do great work, their way. Flexibility, autonomy, and balance are key—we know that when life and work fit together, everyone thrives. 🏡✨

🔹 Flat structure, open doors – Every voice matters. Collaboration and shared decision-making drive us forward.

🔹 Balance is a priority – Recharge, make time for what matters, and do your best work in a way that works for you.

🔹 Real impact, real growth – Be part of a team making a difference for families worldwide, while growing your skills along the way.

Join us in shaping a future where exceptional autism care is within reach for all. 💡💙

 About the Role

We’re looking for a Part Time Customer Support Specialist who is empathetic, tech-savvy, and thrives in a dynamic environment. Ideally, you are a Board Certified Behavior Analyst (BCBA) with a passion for helping others and improving systems, but we welcome applications from experienced customer support professionals as well.

You’ll play a key role in supporting our users, resolving technical issues, and ensuring a smooth and positive customer experience. Your insights will directly inform our product and help shape better outcomes for neurodivergent individuals and the providers who support them.

About You:

• You are empathetic and customer-focused, with a natural ability to understand and address customer needs, providing exceptional service.
• You thrive in dynamic, fast-paced environments, juggling multiple priorities while maintaining high-quality results.
• You embrace change as an opportunity for growth, continuously improving processes and your own skills.
• You collaborate effectively with cross-functional teams to ensure customer success and drive meaningful outcomes.
• You have hands-on experience with customer support tools (e.g., Zendesk, JIRA), and are proficient in troubleshooting and issue resolution.
• You excel at managing your time and prioritizing tasks, ensuring that customer inquiries are resolved efficiently and on time.
• You are tech-savvy and skilled in CRM and project management tools, leveraging them to streamline workflows and enhance team productivity.
• You are eager to learn and grow in a supportive environment, actively seeking feedback to improve your performance.
• You can consistently work the 3–6 PM Pacific Time shift

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What You’ll Do

Ticket Management and Resolution

• Monitor and respond to incoming tickets within 3 hours.
• Resolve “Waiting on Us” tickets within 7 days.
• Follow up on bug tickets until resolution.

JIRA Ticket Creation & Collaboration

• Create detailed bug tickets in JIRA, providing clear context.
• Communicate with the technical team to address open tickets.

Customer Support (Phone & Live Meetings)

• Answer customer calls, assist with inquiries, and provide updates on tickets.
• Schedule and lead Zoom meetings for troubleshooting and follow-ups.

Internal Communication and Collaboration

• Participate in Slack threads to collaborate with the team and resolve issues promptly.
• Assist team members with complex tickets and share solutions.

Issue Research & Troubleshooting

• Investigate and test customer-reported issues using Slack, Knowledge Base, and team collaboration.
• Provide accurate solutions and escalate when necessary.

Project Assistance & Process Improvement

• Contribute to creating resources (e.g., HubSpot Ticket Guide) to streamline ticket prioritization.
• Assist in developing new processes to improve efficiency and customer satisfaction.

Team Support & Training

• Offer guidance to team members on ticket handling best practices.
• Ensure team members have access to relevant resources for effective issue resolution.

Feedback Review

• Review customer feedback regularly to maintain high service quality.
• Direct customers to submit feature requests via Canny.

What You Bring

🌟 Essential skills/qualifications:

• Experience in customer support or technical support roles.
• Proficient in ticketing systems (e.g., Zendesk, JIRA, HubSpot)
• Excellent verbal and written communication skills, with a focus on clarity and empathy.
• Ability to troubleshoot issues and collaborate with technical teams to resolve complex problems.
• Strong time management and organizational skills to manage multiple tasks simultaneously.