Customer Support Representative I

Let Us Introduce Ourselves

We’re Patriot Software - a remote-first, product-led tech company on a mission to make accounting and payroll fast, simple, and affordable for millions of American businesses. With 175+ team members across the U.S. and a collaborative office hub in Canton, Ohio, we’re building software that empowers the backbone of the American economy.

What We Believe In

Creating great products starts with creating an environment where people thrive. That means connection, clarity, growth, high trust, and a culture where ideas move quickly and quality matters.

Our team lives by six core values that guide how we work, build, and serve:

Be Customer Obsessed : We start with our customers and work backward to deliver exceptional value.

Lead With Speed : We move fast, take smart risks, and stay ahead by acting boldly.

Don’t Cut Corners : We own our technologies and operations to deliver a high-quality, end-to-end experience.

Create a Better Us : We simplify, automate, spend wisely, and continuously improve.

Follow The Golden Rule: We treat others with respect, invite feedback, and commit even when we disagree.

Grow, Be a Leader : We expect leadership at all levels and pursue excellence as a high-accountability, high-trust team.

If this sounds like a place where you’d thrive, keep reading—your next opportunity might be here.

Summary

Job Classification: Entry-Level

Job Title: Customer Support Representative I

Job Status: Full-time

Location: Remote

Compensation: Hourly (Non-Exempt)

Position Type: Direct Hire; note, this is not a contract role

Pay Range: $20.00 per hour

Shift: 10:00 AM - 7:00 PM ET, Monday - Friday

This role is built for someone who thrives on back-to-back customer interactions, can reset after a tough call and show up just as strong for the next one, and genuinely finds satisfaction in solving problems for people. If you're energized by a fast-paced, people-first environment and take pride in delivering a great experience every time, this might be the role for you.

As a Customer Support Representative, you'll spend the majority of your day on the phone, in live chat, and responding to emails — following a structured schedule with designated breaks and consistent availability during your shift. This is not a flexible, work-at-your-own-pace role, but it is a place where your effort and attitude will be noticed.

Your first weeks are dedicated to structured training — you'll learn our software, accounting and payroll fundamentals, and Patriot's processes, gradually taking on responsibilities with coaching and support. No prior experience in these areas is required, but you'll need to be tech-savvy, eager to learn, and able to apply new concepts quickly to successfully transition into the full role.

What You’ll Be Doing

Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, live online chat, and email (no robots here!)

Apply your problem-solving abilities to assist customers with software support regarding accounting, payroll, and tax-related inquiries.

Act as a liaison between customers and internal teams to provide valuable insights for product development and enhancements.

Work independently for approximately 80% of the day, while collaborating remotely with team members and attending meetings as needed.

Maintain accurate and timely documentation of customer interactions.

Offer guidance and support to customers regarding new product features and software functionality.

Please note this is a sample of what you’ll be doing. This job requires you to be able to adapt to change quickly in order to deliver an exceptional customer experience. Your duties, responsibilities, and activities may change at any time with or without notice.

What You’ll Need

High School Diploma, GED, or equivalent

Previous customer service experience, with a track record of delivering positive, professional interactions.

Clear communicator across phone, chat, and email, with the ability to explain things simply to customers with varying comfort levels with technology.

Comfortable with technology and able to pick up new software and tools quickly

Able to juggle multiple tasks at once — calls, emails, and chats — without dropping the ball on quality or accuracy.

Stays composed and solution-focused during busy or challenging interactions, with a consistently professional and positive approach.

Detail-oriented, with the ability to accurately document customer interactions and handle sensitive information with care.

Self-motivated and eager to keep learning — whether it's a product update, a new feature, or a better way to help a customer.

Work Requirements

This role requires sitting or standing for extended periods (8+ hours) while working on a computer, including prolonged screen time, extended keyboard and mouse use, and repetitive typing.

To deliver a professional…