Customer Support Representative I

Summary:

• Job Classification: Entry-Level
• Job Title: Customer Support Representative I
• Job Status: Full-time 
• Location: 100% remote
• Compensation: Hourly (Non-Exempt) 
• Position Type: Direct Hire; note, this is not a contract role
• Pay Range: $20.00/hour
• Shift: 10:00 AM - 7:00 PM ET, Monday - Friday

This is a high-volume, customer-facing role. You'll spend the majority of your day on the phone, in live chat, and responding to emails. While the work is remote, it follows a structured schedule with designated breaks and requires consistent availability during your shift. If you thrive in a fast-paced, people-first environment and love solving problems, you'll feel right at home.

Your first 8 weeks are dedicated to structured training — you'll learn our software, accounting and payroll fundamentals, and Patriot's processes, gradually taking on responsibilities with coaching and support. No prior experience in these areas is required, but you'll need to be tech-savvy, eager to learn, and able to apply new concepts quickly to successfully transition into the full role.

What You’ll Be Doing: 

• Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, live online chat, and email (no robots here!)                                    
• Apply your problem-solving abilities to assist customers with software support regarding accounting, payroll, and tax-related inquiries.
• Act as a liaison between customers and internal teams to provide valuable insights for product development and enhancements.
• Continuously expand your knowledge of the software, new features, and accounting and payroll best practices.
• Work independently for approximately 80% of the day, while collaborating remotely with team members and attending meetings as needed.
• Maintain accurate and timely documentation of customer interactions.
• Offer guidance and support to customers regarding new product features and software functionality.

Please note this is a sample of what you’ll be doing. This job requires you to be able to adapt to change quickly in order to deliver an exceptional customer experience. Your duties, responsibilities, and activities may change at any time with or without notice.

What You’ll Need: 

• High School Diploma, GED, or equivalent.
• Previous customer service experience, with a track record of delivering positive, professional interactions.
• Strong verbal and written communication skills, with the ability to convey information clearly and professionally across phone, chat, and email.
• Self-motivated and able to work independently in a fast-paced environment, managing tasks without constant supervision. 
• Proficient with technology, with the ability to quickly learn and adapt to new software and tools.
• Ability to communicate clearly across teams, including sharing customer feedback and insights that help improve products and processes.
• Eager to continuously grow your knowledge, whether it's new software features, product updates, or industry best practices.
• Ability to handle sensitive customer information securely and adhere to company data protection protocols.
• Strong attention to detail with the ability to accurately document customer interactions.
• Ability to manage multiple tasks simultaneously — calls, emails, and chats — while maintaining quality and professionalism.
• Comfortable with change and able to pivot quickly while maintaining a great customer experience.
• Ability to stay composed and professional during high-volume or challenging interactions, with a consistently positive approach.
• Ability to explain software features and technical concepts clearly to customers with varying levels of technical familiarity.

Work Requirements:

• To deliver a professional customer experience, this role requires a workspace that supports focused, distraction-free work and clear, quiet audio during scheduled hours. If you require a reasonable accommodation to meet this need, please let us know.
• Maintain reliable, high-speed internet access sufficient to support phone, chat, and email-based work

Nice to Have: 

• Familiarity with U.S. payroll, payroll tax, or accounting software.
• Experience with CRM software

Patriot Software is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require an accommodation during the application or interview process, or to perform the essential functions of this role, please note this on your application, and a member of our People Operations team will follow up with you.

Location & Commitments

• Full-time, direct-hire, 100% remote role
• Open to candidates legally eligible to work in the United States
• Not open to applicants residing in: Alaska, California, Hawaii, Washington D.C.
• Core hours: 10:00 AM - 7:00 PM ET, Monday–Friday
• Some flexibility is required during busy seasons or critical “right-now” moments