Customer Support Assistant (Work From Home)

Persona is where the world's best companies and the world's best talent meet.

We place exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth. Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. Project management, operations, finance, design, marketing, customer success, and more. One person, one dedicated client, built to last.

The bar is the highest in the industry. More than 200,000 people apply every month, and fewer than 1 in 2,000 are accepted. If you make it, you join a network of people who have cleared a standard most companies couldn't recruit for on their own, and you get the kind of role that's almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.

Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but the systems that connect talent to opportunity are broken. We're rebuilding them, and we've grown into one of the fastest-growing companies in the global talent industry doing it.

We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that's you, we'd like to meet you.

Role Summary

A reliable, detail-oriented Customer Support Assistant to manage student support inquiries, monitor online community spaces (Facebook Groups), and provide operational support for live coaching calls and marketing events. This role is distinct from generalist customer support: it is purpose-built for an education, coaching, or membership business, with a strong focus on Zoom event support, community moderation, and content publishing on member portals.

Key Responsibilities

• Respond to customer support inquiries within one business day using approved templates and policies
• Escalate complex inquiries to management and track them through resolution
• Monitor Facebook Groups daily to ensure compliance with community guidelines and rules
• Provide Zoom technical support for live coaching calls and marketing events
• Upload and organize call replays in member portals on the same day as the event
• Maintain accurate records of customer communications, resolutions, and follow-ups
• Track recurring support issues and recommend process improvements
• Provide additional coverage during launches, special events, and team PTO

Required Qualifications

• 2+ years of experience in customer support, operations, or administrative support
• Associate's or Bachelor's degree in Business, Communications, or a related field preferred
• Proficiency with Google Workspace (Docs, Sheets, Drive)
• Experience using digital tools such as Dropbox, Vimeo, Canva, Ontraport, or similar platforms
• Experience supporting virtual meetings or events (Zoom)
• Ability to manage multiple support requests and maintain organized records
• Strong written communication and detail orientation
• Fully fluent in English
• Ability to commit long-term and full-time

Preferred Qualifications

• Background supporting an online course, coaching, or membership business
• Familiarity with Kajabi, Teachable, Thinkific, or Circle
• Experience moderating Facebook or Discord communities at scale

Tools & Technologies

• Google Workspace, Dropbox, Vimeo, Canva, Ontraport, Zoom, Facebook Groups; Kajabi/Teachable/Thinkific (a plus)

Core Competencies

• Empathetic communicator with students and members
• Reliable: keeps SLAs and same-day publishing commitments
• Detail-driven in records and uploads
• Calm during live event tech issues
• Proactive in identifying recurring pain points

What We Offer

• Best salaries in the industry
• Permanent ability to work from anywhere in the world
• Opportunities for growth and advancement
• A fast-paced and collaborative environment
• Warm and friendly company culture
• Full benefits

Benefits at Persona

• Health insurance subsidy
• Unlimited paid time off (paid sick and vacation leaves)
• Annual bonuses based on performance
• Monthly tech allowance
• Opportunity to be paid in your currency of choice
• Others depending on seniority

This is a full-time, long-term role, dedicated exclusively to one of our clients. All roles at Persona are 100% work-from-anywhere. Once hired, we will carefully match you to a client company that best suits your career background, skills, and goals.