Customer Support Agent

We are looking for an experienced Customer Support Agent to join our Support team and help thousands of users get the most out of Toggl Track and our growing Toggl Focus product. You’ll become an expert in our established time-tracking tool while also supporting the evolution of our next-generation capacity planning and AI-powered productivity solution. This is a great opportunity for someone who enjoys helping users succeed, thrives in change, and wants to be part of a product in transformation. The salary for this position is $59,000 annually , and we are committed to reviewing salaries every year based on company and individual performance. You can work from anywhere in the world as long as your main location allows reliable coverage during 3pm–11pm UTC . About the Team We are a global team of 140+ awesome people working from over 40 countries around the globe. We hire globally, you work locally — in the heart of London, a beach outside of Río de Janeiro, or a quiet village near Florence, the choice is yours. Every few months we travel to meet up somewhere in the world and spend some quality time together. We place a huge amount of trust in our people, and we measure the outcomes rather than the work itself. Our values fuel our results. The Role As part of our Customer Support team , you’ll primarily support users of Toggl Track, our established time tracking product used by thousands of teams worldwide. You’ll also support the growing number of users adopting Toggl Focus, our new capacity planning and AI-powered productivity tool. Over the next year, Focus will evolve into an all‑in‑one productivity solution and you’ll play an active role in that transition by helping users, gathering insights, and shaping the future of our support experience. Your work goes beyond resolving tickets : you’ll identify user patterns, contribute to our Knowledge Base, provide product feedback to Product and Engineering, and help our user community thrive. You’ll succeed in this role if you can deliver excellent support for an established product while staying curious and adaptable as new AI‑powered tools evolve. You stay calm and empathetic with upset customers and can work through ambiguity when documentation is incomplete. Your main responsibilities will be: Respond to customer inquiries via chat and email during 3pm–11pm UTC coverage hours Troubleshoot customer issues, reproducing and gathering relevant details before escalating to Engineering Engage with and moderate our growing user community Provide product feedback to Product and Engineering based on recurring user pain points Contribute to and maintain our Knowledge Base as the product evolves Stay up to date with product changes and share insights with the team About you We are looking for an empathetic problem‑solver who takes pride in helping users and enjoys working in a fast‑paced, evolving product environment, based somewhere that allows you to reliably cover 3pm–11pm UTC hours (8am–4pm Pacific / 10am–6pm Central / 11am–7pm Eastern). In particular, we would love to hear from you if you have: 2+ years of experience in a customer‑facing support role, ideally in a SaaS company Excellent written and verbal communication skills in English Strong troubleshooting skills: you ask clarifying questions, test things yourself, and share actionable details The ability to stay calm, patient, and empathetic even with frustrated users or when things are unclear, whether documentation is missing, features are changing, or processes are still taking shape. A collaborative and proactive mindset, able to work effectively in a remote, async‑first environment Bonus points for: Experience supporting AI‑powered or analytics products Experience managing online communities (Reddit, Discord, Slack, or similar) Familiarity with time tracking, capacity planning, or project management tools Technical troubleshooting skills (API, integrations, browser debugging) Additional language skills (Spanish is a plus for our growing LATAM user base) Experience working in fully remote, asynchronous teams Participation in a product launch or transition phase Benefits Freedom to choose when and how much you work - we only measure results 24 days of paid time off a year, plus your local holidays Unlimited sick leave In‑person meetups for team‑building (expenses covered) 4‑6 weeks paid sabbatical (depending on the tenure) Laptop budget up to €2,500 and it renews every 3 years €2,000 budget to set up your home office, and additional €300 every year after 3 years of tenure €3,000 per year for co‑working space membership and/or internet service at home €4,000 per year contribution to use for training, workshops, and conferences €2,400 per year contribution for any equipment or services to improve and/or maintain your physical and mental health Support for buying tools you need to do your best work (even eyeglasses if you need a new pair) #J-18808-Ljbffr