Part Time Technical Support Specialist, Customer Support Team (Remote)

Who We Are

We are a mission-driven, innovative tech company dedicated to improving health through the power of sound frequency therapy. Our core product, the WAVwatch wearable, offers a natural, non-invasive way to help people fight discomfort, boost energy, and restore balance to their lives.

If you are passionate about wellness, cutting-edge technology, and working in a friendly, fast-paced environment where your work directly contributes to making a positive difference, we want to hear from you.

About the Role

We're looking for a Technical Support Specialist to serve as the technical backbone of our customer support team.

WAVwatch customers reach out when something isn't working the way they expect, and this is the person who figures out why. You'll own Tier-2 technical troubleshooting for the WAVwatch device, handling the cases that need more than a canned response: charging faults, display problems, connectivity issues, and frequency set navigation issues.

This is a hands-on individual contributor role with real influence. The patterns you spot in escalated tickets become the fixes our product and operations teams prioritize.

Success here looks like curiosity plus follow-through. You enjoy the puzzle of an unusual device issue, you're patient with customers who aren't technical, and you close the loop rather than passing the problem along.

Compensation & Benefits

• $28/hr, depending on experience
• Paid holidays, plus a paid day off for your birthday
• A WAVwatch unit provided

Location & Schedule

WAVwatch is a fully remote company headquartered in Lenexa, Kansas. This role is remote within the United States.

Monday through Friday, 9:00 AM–5:00 PM Central Time. Our team runs on Central hours, so we ask that you be online and reachable during that window regardless of where you're based. Candidates in other time zones are welcome to apply as long as that schedule genuinely works for you.

Consistent availability during core hours matters here. Our customers and your teammates need to know when they can reach you.

Day to day, you'll work in our CRM for customer records and ticketing, Shopify for order and account lookups, and Slack for staying connected with the team.

What You'll Do

Technical Troubleshooting & Escalations

• Own Tier-2 technical support for the WAVwatch device, including power and charging, screen and display, connectivity, frequency set navigation, and firmware/software updates
• Resolve escalated cases that other representatives can't close, and stay with them through resolution
• Serve as the team's technical point of contact, answering questions on live tickets and helping teammates work through unfamiliar issues
• Translate technical explanations into language that makes sense to customers who aren't technical

Daily Customer Support

• Communicate with customers by email, text, phone, and social media to resolve inquiries and technical concerns
• Assist with product and service issues, offering solutions rather than deflections
• Maintain detailed, accurate interaction records so the next person picking up the ticket has full context

Process Improvement & Knowledge Sharing

• Identify recurring technical issues and surface them to Operations and Product with the detail needed to act on them
• Contribute to troubleshooting documentation and internal guides so common fixes become team knowledge
• Provide feedback on support processes, especially where technical cases get stuck or bounce between people
• Other duties as assigned

What We're Looking For

• 2+ years of customer service experience, preferably in a high-volume remote environment
• 1+ year in a technical role such as technical support, IT helpdesk, or SaaS product support
• Strong troubleshooting instincts and the discipline to work a problem methodically
• Resourcefulness that allows you to research before you escalate
• Excellent written and verbal communication, especially when explaining technical concepts to non-technical people
• Strong interpersonal and conflict-resolution skills, with the composure to handle frustrated customers well
• Demonstrated ability to work independently in a remote setting without close supervision
• Comfort learning new tools and adapting as our systems change
• High school diploma or equivalent
• A reliable computer and internet connection
• 50+ wpm typing speed

Nice to Have

• Experience with HubSpot, Gorgias, Shopify, or Slack, or comparable CRM, eCommerce, and team communication tools
• Background in consumer electronics, wearables, or hardware support
• Experience in DTC, wellness, or product-based businesses
• Experience writing help documentation or internal knowledge base articles

How Success Is Measured

• Resolution rate and resolution time on escalated and Tier-2 cases
• Quality and accuracy of ticket documentation
• Reduction in recurring issues through the patterns you identify and escalate
• Reliability as a technical resource for the rest of the support team

Who This Role Is Not For

This role rewards depth, patience, and ownership. It may not be the right fit if you:

• Prefer following a script over investigating
• Get frustrated explaining the same concept in three different ways until it lands
• Want to hand off hard tickets rather than see them through
• Are looking for a path into people management in the near term
• Struggle to stay focused and productive without someone checking in on you

Why Join WAVwatch

• Be the technical authority on a product people genuinely care about
• Direct line to Product and Operations, where the issues you flag turn into real fixes
• Meaningful autonomy in a fully remote role with clear expectations
• A small, fast-moving team where good ideas don't wait for a committee

WAVwatch is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. If you need a reasonable accommodation during the application or interview process, let us know and we'll work with you.

Pay: $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: Remote