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.
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. As a Customer Support Representative, you'll spend the majority of your day on the phone, in live chat, and responding to emails. Your first weeks are dedicated to structured training where you'll learn our software, accounting and payroll fundamentals, and Patriot's processes.
What You’ll Be Doing
- Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions via phone, live online chat, and email.
- 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.
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.
- 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.
- Detail-oriented, with the ability to accurately document customer interactions and handle sensitive information with care.
Work Requirements
- This role requires sitting or standing for extended periods (8+ hours) while working on a computer.
- A workspace that supports focused, distraction-free work and clear, quiet audio during scheduled hours.
- Maintain reliable, high-speed internet access sufficient to support phone, chat, and email-based work.