Job Overview
Location
United States
Job Type
Full-time
Category
Customer Support
Date Posted
May 19, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for customers seeking assistance via email and phone, providing timely, accurate, and empathetic responses to product-related inquiries.
- • Act as a product expert by deeply understanding Tremendous’ payout platform, including gift card distribution, money transfers, and integration workflows, to resolve customer issues at the first level.
- • Identify root causes of customer problems and deliver practical, immediate solutions while maintaining clear and compassionate communication throughout the resolution process.
- • Escalate complex or technical issues to internal teams (product, engineering, operations) with detailed context, ensuring seamless handoffs and continuous updates to the customer.
- • Systematically collect, analyze, and document recurring customer feedback, bugs, and usability concerns to inform product roadmap priorities and feature enhancements.
- • Contribute to and maintain internal knowledge bases and public help center articles, ensuring documentation is accurate, up-to-date, and accessible to both customers and team members.
- • Collaborate with cross-functional teams to improve support processes, identify automation opportunities, and enhance overall customer experience efficiency.
- • Build strong internal relationships by actively participating in team discussions, sharing insights from customer interactions, and supporting a culture of ownership and accountability.
- • Represent the voice of the customer within the organization by advocating for user needs and translating feedback into actionable insights for product and engineering teams.
- • Maintain a solution-oriented, patient, and humorous approach in all customer and team interactions, even under high-volume or high-stress conditions.
- • Stay current with platform updates, new features, and policy changes to ensure accurate and consistent customer guidance.
- • Proactively anticipate customer needs by recognizing patterns in inquiries and proposing preventive measures or educational content to reduce future support volume.
- • Embrace a fully remote, high-documentation, low-meeting work culture by managing time independently, documenting work clearly, and prioritizing deep work over unnecessary meetings.
- • Uphold Tremendous’ core values of empathy, composure, and ownership in every customer interaction and internal collaboration.
- • Contribute to a high-trust, high-autonomy environment by taking initiative, solving problems without excessive oversight, and continuously seeking ways to improve the support function.
🎯 Requirements
- • Bachelor's degree
- • 1-2 years experience in a customer-facing role
- • Effective communication skills, particularly the ability to write clearly and concisely
- • Composure, patience, and empathy for interacting with users
- • Ability to multitask, prioritize responsibilities, and stay organized
- • Proactive, get-things-done attitude
🏖️ Benefits
- • Competitive pay and equity with base salary of $75k to $80k
- • 100% covered health insurance for U.S. employees
- • Unlimited PTO
- • 12-16 weeks paid parental leave
- • Fully remote work from anywhere in the Americas
- • Access to public company handbook outlining culture and processes
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Tremendous Inc.
Tremendous Inc. operates a global payouts and rewards platform that lets businesses send digital gift cards, prepaid Visa/Mastercard, cash payouts, and charitable donations to recipients in more than 200 countries. The system automates bulk disbursements, provides real-time tracking, and integrates via API or no-code workflows. Founded in San Francisco in 2010, it serves market research firms, HR departments, customer-support teams, and academic institutions that need to compensate participants, employees, or customers quickly and compliantly.
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