Customer Support Agent

Customer Support Agent

HeyMax | Remote today | Email & Live Chat

Why HeyMax

We're building the world's most rewarding way to spend. Every dollar our members spend turns into Max Miles, the most flexible loyalty currency in the world, redeemable for flights, hotels, and the experiences people actually want.

Our members trust us with the rewards they've worked hard to earn. That trust is built one conversation at a time, and that's where you come in.

The Role

As a Customer Support Agent, you're not a ticket-closer. You're the human voice of HeyMax. You'll own the toughest conversations, the murkiest cases, and the moments where a member is one reply away from either loving us forever or walking away.

This isn't a queue-clearing role. We're hiring someone who treats every conversation like it matters, because it does.

What You'll Do

• Own member conversations across email and live chat (Intercom), with a focus on complex cases, escalations, and high-value members.
• Investigate missing or rejected Max Miles, dig into transaction data, and decide the right outcome without hiding behind policy.
• Make judgment calls. You'll have real authority to issue goodwill, override edge cases, and resolve issues on the spot when it's the right thing to do.
• Spot patterns. When the same issue keeps surfacing, flag it. Better yet, propose the fix.
• Build the playbook. Turn what you learn into runbooks, KB articles, and macros that make the whole team better.
• Partner with Product, Engineering, and Ops to close the loop on bugs, gaps, and member friction.
• Share what good looks like with team members

Who You Are

We care less about where you've worked and more about how you think. The traits below are non-negotiable.

• Customer-centric. You genuinely care about the person on the other end. You read between the lines, anticipate what they actually need, and protect their experience even when it's inconvenient.
• Ownership mindset. If it lands in your inbox, it's yours. You don't punt, you don't wait, you don't say "that's a Product problem." You see it through.
• Bias to initiative. You spot things that need doing and you do them. You write the doc, propose the process, fix the macro. Nobody has to ask twice.
• Critical thinking. You ask why. You question the obvious answer. You dig into the data before you respond, and you can defend your reasoning.
• Strong decision-making. You can hold ambiguity, weigh trade-offs, and make a call. Then you stand behind it, learn from it, and move.

Bonus Points

• Hands-on with Intercom, Zendesk, or similar.

How We Work

• Remote today.
• Weekend coverage will be on the table as the business grows.
• Small team, high ownership. Your work shows up in the product and in the numbers.

How to Apply

Send us your CV and a short note telling us about a time you made a judgment call in a customer conversation that you'd defend today. We read every application.

HeyMax is an equal opportunity employer. We welcome applicants from every background and we hire on substance, not pedigree.