Client Support Associate

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

We are seeking a Client Support Associate (CSA) to deliver best-in-class customer experience as a front-line representative. This role differs from a generalist customer service position because of its technical scope: you will support customers and vendors with billing questions, technical troubleshooting, and challenges related to networking and video streaming protocols (RTSP, SMTP, HTTP). Ideal for an early-career candidate who is eager to build a long-term technical support career.

Key Responsibilities

• Provide prompt, accurate, and friendly customer service across text, calls, tickets, and email
• Respond to inbound customer and vendor inquiries; document interactions in the ticketing system
• Handle escalated customer support concerns effectively and professionally
• Collaborate cross-functionally to resolve issues ranging from billing to technical/networking challenges
• Educate customers on product features and self-service options using a needs-based approach
• Maintain a strong work ethic with full commitment to customer satisfaction daily
• Hit weekly, monthly, and quarterly KPI goals tied to response time, CSAT, and resolution rate

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Required Qualifications

• Less than 1 year of proven experience in customer support (this is an explicit early-career role)
• Exceptional written and verbal communication via phone, email, and text
• Strong technical/computer skills, including comfort with multi-screen systems
• Basic understanding of networking concepts and familiarity with video streaming protocols (RTSP, SMTP, HTTP)
• Structured, self-motivated approach to weekly/monthly/quarterly goals
• Genuine passion for customer service and learning new software
• Fully fluent in English
• Ability to commit long-term and full-time

Preferred Qualifications

• Prior experience in a remote, customer-driven environment
• Exposure to SaaS, IoT, security cameras, or video streaming products
• Familiarity with help desk or ticketing software

Tools & Technologies

• Zendesk, Intercom, Freshdesk, Slack, Zoom, multi-screen workstation; basic exposure to networking tools and protocols (RTSP, SMTP, HTTP)

Core Competencies

• Empathetic and patient with customers
• Technically curious; eager to grow into deeper technical support
• Structured and goal-driven
• Strong attention to detail in ticket documentation
• Calm under pressure during escalations

What we offer:

• Best salaries in the industry
• Work from anywhere permanently
• Opportunities for growth and advancement
• A fast-paced and collaborative environment
• A warm, people-first company culture
• Get paid in your currency of choice
• Additional benefits

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.