Job description

About the Great Question

Great Question is the all-in-one customer research platform for understanding your customers. Run interviews, surveys, and prototype tests while using AI to analyze it all in one place.

We’re a well-funded startup backed by Y Combinator and Funders Club, working with some of the most innovative companies in the world like Amazon, Gusto, Experian, Canva & Brex.

About the job

Great Question is hiring an experienced Customer Support Representative to help us on our mission to democratize user research — helping companies talk to their customers more to ensure they build software that people want. This position is focused on supporting our customers via email and live chat, and about anything and everything Great Question related.

This is a remote role open to anyone able to work 9:00pm-5:00am PHT (5:00am-1:00pm PST) Monday through Friday or 5:00am-1:00pm PHT (1:00pm-9:00pm PST) Monday through Friday. Shifts are subject to change.

Responsibilities

As a key member of the team reporting to the Customer Support Lead, you'll be providing essential technical support to our customers, ensuring a seamless and world-class experience.

Your Role:

Respond to customer inquiries via email and chat.
Create, track, and document bug reports as well as feature and improvement requests.
Work closely with our product, engineering, and customer success teams to resolve customer needs promptly.
Help enhance both internal and external documentation related to our processes and features.

You’ll join a small and tight-knit team where you’ll have the opportunity to shape team processes, culture, and directly influence the company’s growth and success. Our focus has always been on putting the customer first, viewing every interaction as a chance to improve the customer experience.

We’re looking for more than a typical customer support representative—we want someone eager to be part of a foundational team that will drive rapid growth.

Who we're looking for

We’re seeking an individual with solid experience in customer support or success, particularly within an SMB or SaaS startup environment. To thrive in this role, you should bring the following skills and experience:

3–5 years in customer-facing roles (support, success, or sales), with strong English communication through email and live chat.
Exceptional written and verbal English communication skills.
Keen attention to detail.
An empathetic, problem-solving approach with a natural curiosity.
Strong multitasking abilities in a fast-paced setting.
Excellent time management and organizational skills.
A proactive mindset, taking ownership and leading with honesty and integrity.
Experience with ticketing and product management tools like Pylon or Linear.

What we offer

Competitive salary
Always remote
Offsites, regular team events, virtual gatherings, and more.

Apply for the job

Do you want to join our team as our new Customer Support Representative? Then we'd love to hear about you! Note, we will only ever contact you over email using a greatquestion.co email address.

Required profile