Headquarters: Denmark
URL: https://baymard.com/
Do you get pleasure from speaking with prospects worldwide and offering considerate solutions to their challenges?
We’re in search of a full-time, distant Buyer Help Consultant for our firm.
Baymard Institute conducts large-scale UX analysis research, sharing our findings via a bespoke B2B SaaS platform that serves 2,000+ retailer shops, manufacturers, and businesses throughout 80+ nations — together with 71% of Fortune 500 e-commerce firms. We’re absolutely distributed, with ~60 staff members spanning America and Europe, all dedicated to advancing e-commerce UX.
What You’ll Do
Your position might be to ship wonderful buyer assist and guarantee clean interactions between Baymard and its international prospects. This contains:
Buyer Help & Communication
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Responding to buyer questions associated to their Baymard account, entry, onboarding, or normal assist wants.
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Serving to prospects troubleshoot points associated to login, entry rights, service activation, and organizational approval processes.
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Sustaining our excessive commonplace for clear, empathetic, and solution-oriented, written communication.
Inside Coordination
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Collaborating with the operations, gross sales, and finance groups to resolve customer-related points.
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Helping in organizing inner assist workflows and serving to enhance processes as Baymard grows.
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Making certain buyer inquiries are dealt with effectively and escalated appropriately when wanted.
Your position might regularly increase to cowl extra administrative or operational tasks relying in your pursuits and Baymard’s wants.
Who You Are
For this position, you have to be deeply motivated by serving to prospects succeed and offering top-tier service — particularly in writing. Your actual schooling/work expertise is much less necessary, however a background and expertise with buyer assist is obligatory.
We’ll practice you in all of the processes you don’t already know. As such, a need to study, be pragmatic, and be solution-oriented with every buyer is crucial. Sometimes, our prospects can have questions starting from our product pricing, plan choices, analysis methodology, technical points, account adjustments, and extra. You’ll be able to anticipate to research points in collaboration with colleagues in several departments and supply well timed context and responses.
Familiarity with Hubspot (or a CRM platform) is a plus, however not a strict requirement. At the moment, we use Hubspot to centralize our assist inquiries amongst our groups.
Your Each day Duties
Your typical day-to-day duties (80% of the time) might be:
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Handle Help Queue
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Case evaluation and routing.
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Prioritize instances primarily based on urgency and affect.
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Direct buyer communication.
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Technical Help & Troubleshooting
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Conduct preliminary technical evaluation and collaborative troubleshooting with shoppers.
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Configuration/navigation help.
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Data Administration
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Keep a deep, technical understanding of all present and upcoming product options.
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Keep and contribute to the customer-facing Data Base/Assist Middle.
What You’ll Want
We’re searching for the next {qualifications} for this position:
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Service-minded: You get pleasure from serving to prospects navigate processes inside their group.
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An issue solver: Every buyer might have distinctive inner programs, so that you have to be pragmatic and solution-oriented.
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Robust in written English: Almost all communication (inner and exterior) is written and in English.
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Self-driven and arranged: You’ll be able to plan your individual work and keep on prime of open instances.
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Versatile: Our processes are evolving as we develop — you’ll assist form them.
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Snug with expertise: You’ll work throughout a number of SaaS instruments, and infrequently with spreadsheets (CSVs, Google Sheets).
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Affected person: Some buyer workflows (particularly in massive organizations) take weeks or months to resolve. Their assist points want monitoring and follow-up.
This position is predicated inside the Business Operations staff. Nonetheless, as you’re the entrance line chargeable for assessing and precisely routing numerous incoming assist instances, you’ll collaborate carefully with Analysis, Engineering, Product, and Finance as properly to make sure correct hand-offs and resolutions.
Sensible Particulars
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Location: 100% distant, full-time place, from EU, UK, or IE. (Be conscious that the position requires every day overlap with staff members and prospects in US and European time zones.)
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Language: We anticipate you to be absolutely proficient in written English. Written English is crucial to this position, and you’ll have to submit your software and canopy letter in English.
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Wage: Primarily based on {qualifications}.
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Begin date: As quickly as doable.
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Journey: Is restricted; anticipate solely 1-2 weeks of journey every year (typically solely in reference to the company-wide meetup).
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Firm: Be taught extra about Baymard’s work tradition and values here. Additionally, think about signing up for a free Baymard account to discover our product.
Methods to Apply
In case you’re on this place, please apply by sending the entire following paperwork:
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A canopy letter written in English (PDF format; 1-2 pages) describing the way you match the position and {qualifications}. (Required.)
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A CV/resume (PDF format) or a hyperlink to your LinkedIn profile. (Required.)
Ship the above to customer-support2026@baymard.com.
(All functions and supplies are handled confidentially.)
Deadline is January 4th, 2026 (finish of day).
Sincerely,
Kristine Ingemod Andersen, Business Operations Lead at Baymard Institute
Referral Bonus: If this job isn’t you, however you understand somebody who’ll be the proper match, please ship them the hyperlink to this web page. If we find yourself hiring the particular person you referred, we’ll provide you with a 1-year entry to a Baymard Core plan (usually $2,388/yr).
To use: https://weworkremotely.com/remote-jobs/baymard-institute-customer-support-representative
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