Two things matter here: calm, clear communication and the ability to troubleshoot tech issues without panicking. If you like solving problems, writing sharp replies, and being the bridge between customers and product, this role is a strong fit.
About Ad Hoc Labs
Ad Hoc Labs builds Burner, a privacy-focused communication product. They’re a fast-moving, highly collaborative team that values autonomy, ownership, and customer empathy.
Schedule
Remote role, up to 40 hours per week. Weekday and weeknight availability required. Training and day-to-day work are fully remote.
What You’ll Do
- Respond to customer support tickets with accurate, professional, timely communication
- Investigate issues using internal tools to determine root cause and provide clear next steps
- Troubleshoot and reproduce app issues, then document and escalate to engineering when needed
- Collaborate with other support agents and cross-functional partners to resolve cases
- Stay current on product updates, experiments, and privacy-related best practices
- Manage and respond to App Store and Google Play reviews with a professional tone
- Help new users adopt the product and improve their overall experience
- Follow internal guidelines for customer communication and case handling
What You Need
- Customer support experience with strong reading, listening, and writing skills
- Confidence troubleshooting software and navigating new tools/processes quickly
- Familiarity with support platforms (Zendesk, Help Scout, Desk, etc.)
- Comfort working in a fast-paced startup environment with changing priorities
- High attention to detail and the ability to stay organized across multiple tickets
- Reliable internet/WiFi and the ability to work independently with accountability
- Weekday and weeknight availability
Benefits
- Medical and additional benefits for full-time employees
- Career development support (training, conferences, online learning)
- Collaborative culture with room to grow
- Pay transparency and early compensation discussions
This role is hiring now and remote-ready. If you’re going for it, apply while it’s fresh.
Happy Hunting,
~Two Chicks…