Jobs: Customer Support Representative

Do you enjoy communicating with customers worldwide and providing thoughtful answers to their challenges?

We’re seeking a full-time, remote Customer Support Representative for our company.

Baymard Institute conducts large-scale UX research studies, sharing our findings through a bespoke B2B SaaS platform that serves 2,000+ retailer stores, brands, and agencies across 80+ countries — including 71% of Fortune 500 ecommerce companies. We’re fully distributed, with ~60 team members spanning America and Europe, all committed to advancing ecommerce UX.

What You’ll Do

Your role will be to deliver excellent customer support and ensure smooth interactions between Baymard and its global customers. This includes:

Customer Support & Communication

• Responding to customer questions related to their Baymard account, access, onboarding, or general support needs.
• Helping customers troubleshoot issues related to login, access rights, service activation, and organizational approval processes.
• Maintaining our high standard for clear, empathetic, and solution-oriented, written communication.

Internal Coordination

• Collaborating with the operations, sales, and finance teams to resolve customer-related issues.
• Assisting in organizing internal support workflows and helping improve processes as Baymard grows.
• Ensuring customer inquiries are handled efficiently and escalated appropriately when needed.

Your role may gradually expand to cover additional administrative or operational responsibilities depending on your interests and Baymard’s needs.

Your Daily Tasks

Your typical day-to-day tasks (80% of the time) will be:

Manage Support Queue

• Case assessment and routing.
• Prioritize cases based on urgency and impact.
• Direct customer communication.

Technical Assistance & Troubleshooting

• Conduct initial technical analysis and collaborative troubleshooting with clients.
• Configuration/navigation assistance.

Knowledge Management

• Maintain a deep, technical understanding of all current and upcoming product features.
• Maintain and contribute to the customer-facing Knowledge Base/Help Center.

Who You Are

For this role, you should be deeply motivated by helping customers succeed and providing top-tier service — especially in writing. Your exact education/work experience is less important, but a background and experience with customer support is mandatory.

We will train you in all the processes you don’t already know. As such, a desire to learn, be pragmatic, and be solution-oriented with each customer is essential. Typically, our customers will have questions ranging from our product pricing, plan options, research methodology, technical issues, account changes, and more. You can expect to investigate issues in collaboration with colleagues in different departments and provide timely context and responses.

Familiarity with Hubspot (or a CRM platform) is a plus, but not a strict requirement. Currently, we use Hubspot to centralize our support inquiries among our teams.

What You’ll Need

We’re looking for the following qualifications for this role:

• Service-minded: You enjoy helping customers navigate processes within their organization.
• A problem solver: Each customer may have unique internal systems, so you must be pragmatic and solution-oriented.
• Strong in written English: Nearly all communication (internal and external) is written and in English.
• Self-driven and organized: You can plan your own work and stay on top of open cases.
• Flexible: Our processes are evolving as we grow — you’ll help shape them.
• Comfortable with technology: You’ll work across multiple SaaS tools, and occasionally with spreadsheets (CSVs, Google Sheets).
• Patient: Some customer workflows (especially in large organizations) take weeks or months to resolve. Their support issues need monitoring and follow-up.

This role is based within the Commercial Operations team. However, as you are the front line responsible for assessing and accurately routing diverse incoming support cases, you will collaborate closely with Research, Engineering, Product, and Finance as well to ensure proper hand-offs and resolutions.

Practical Details

• Location: 100% remote, full-time position, from EU, UK, or IE. (Be mindful that the role requires daily overlap with team members and customers in US and European time zones.)
• Language: We expect you to be fully proficient in written English. Written English is critical to this role, and you will have to submit your application and cover letter in English.
• Salary: Based on qualifications.
• Start date: As soon as possible.
• Travel: Is limited; expect only 1-2 weeks of travel each year (often only in connection with the company-wide meetup).
• Company: Learn more about Baymard’s work culture and values here, or by reading the “Key Work Values” section at the end of this page. Also, consider signing up for a free Baymard account to explore our product.

How to Apply

If you’re interested in this position, please apply by sending all of the following documents:

1. A cover letter written in English (PDF format; 1-2 pages) describing how you fit the role and qualifications. (Required.)
2. A CV/resume (PDF format) or a link to your LinkedIn profile. (Required.)

Send the above to customer-support2026@baymard.com.
(All applications and materials are treated confidentially.)

Deadline is January 4th, 2026 (end of day).

Sincerely,
Kristine Ingemod Andersen, Commercial Operations Lead at Baymard Institute

Referral Bonus: If this job isn’t you, but you know someone who’ll be the perfect fit, please send them the link to this page. If we end up hiring the person you referred, we’ll give you a 1-year access to a Baymard Core plan (normally $2,388/year).

This position is posted in accordance with Danish hiring legislation.

Key Work Values at Baymard

The following work values are central to us at Baymard and hopefully gives you an idea of our culture and what working at Baymard is like:

• Flat organization – Baymard is a small organization of just ~60 people. This means zero management layers between you and the final decision. You’ll have direct access to and impact on decision making.
• Lots of responsibility – From day 1 (OK, maybe day 2), you will be working on final products or services. We believe the best way to learn is to work on actual products and challenges, supplemented with rich early feedback.
• Long-term focus – Decisions are always based on their long term impact. We’re not interested in hunting after the next “quick win” — we want to make a lasting impact on the e-commerce industry and usually adopt a 5-year perspective in our decisions and projects.
• Remote from the ground up – 100% of the team works remotely. We’ve deliberately designed the organization around remote work. That said, we do bring the entire team together for a week once a year somewhere interesting in the world.
• Team of ‘subject matter’ nerds – Everyone geeks out a bit on their work interests. We love that, and once a week someone from the team gets the opportunity to do a 20-minute presentation on their latest obsession — whether it’s quasi-quantum-worlds, critical thinking, or the proper usage of hyphens, en dashes, and em dashes.
• Founders engaged in the product – We believe it is essential that those orchestrating the work of the organization are keenly in tune with all aspects of it. The two founders of Baymard have therefore performed every type of task in the organization themselves (from programming to UX testing), and continue to work directly on the product.
• Flexible hours – Beyond ensuring availability for meetings and a few hours of daily overlap with your colleagues, you are largely free to plan your own workweek. E.g., we have some that take a 2-hour break midday and then instead work in the evening, or only work half a Tuesday and then always work half a Saturday.
• Room for growth – We believe that everyone should be able to grow in their job — both as a professional and as a person. Therefore, each member of the team gets a clear, step-by-step overview of their progress, internal masterclasses, team summits, and more.