Customer Support Representative (Remote)
Company: Baymard Institute
Type: Full-time, 100% remote
Location: EU, UK, Ireland (European time zones)
Start date: As soon as possible
About Baymard Institute
Baymard Institute conducts large-scale UX research and delivers its findings through a proprietary B2B SaaS platform.
- Serves 2,000+ retailers, brands, and agencies
- Used in 80+ countries**
- Trusted by 71% of Fortune 500 e-commerce companies
- Fully remote team of 60 people across Europe and the US
Role Overview
Baymard Institute is hiring a Customer Support Representative to handle customer inquiries and ensure smooth communication with customers worldwide.
You will be the first point of contact for customers, responsible for resolving account, access, onboarding, and technical questions while coordinating internally when needed.
This role sits within the Commercial Operations team and works closely with Research, Engineering, Product, Sales, and Finance.
Key Responsibilities
Customer Support
- Respond to customer questions about accounts, access, onboarding, and general support
- Assist with login issues, access rights, service activation, and internal approval workflows
- Communicate clearly, professionally, and empathetically in writing
Case Management
- Assess and route incoming support cases
- Prioritize cases based on urgency and impact
- Follow up on ongoing or long-running issues
Technical & Product Support
- Perform initial technical troubleshooting
- Help customers navigate and configure the platform
- Maintain strong knowledge of current and upcoming product features
Internal Coordination
- Work with Operations, Sales, Finance, Research, Engineering, and Product teams
- Ensure issues are escalated and resolved efficiently
- Help improve and organize internal support workflows
Knowledge Base
Contribute to and maintain the customer-facing Help Center
The role may expand over time to include additional administrative or operational tasks.
Daily Work
Approximately 80% of your time will be spent:
- Managing the support queue
- Communicating with customers
- Troubleshooting issues
- Updating documentation and internal notes
How to Apply
Send the following to [customer-support2026@baymard.com]
- Cover letter (PDF, 1–2 pages) in English
- CV / Resume (PDF) or LinkedIn profile link
Deadline: January 4, 2026 (end of day)
All applications are treated confidentially.
Requirements
- Previous experience in customer support (mandatory)
- Strong written English skills
- Service-oriented and customer-focused
- Problem-solver with a practical mindset
- Organized, self-driven, and reliable
- Comfortable working remotely and independently
- Comfortable using SaaS tools and spreadsheets (CSV, Google Sheets)
- Patient with complex, long-term customer workflows
- Flexible and able to adapt to evolving processes
- Bonus: Experience with HubSpot or another CRM