Customer Support Specialist, Tier 1 - Part-time in Boston, Massachusetts at Gradient

Join us at Gradient, where our purpose is to revolutionize home comfort while championing environmental sustainability. Our mission is to combat the escalating challenge of climate change by redefining how homes are heated and cooled. Today, the environmental impact of heating and cooling systems surpasses that of the entire transportation sector, and without intervention, this trend is set to escalate drastically.

At Gradient, we believe that ensuring comfortable living spaces shouldn’t come at the cost of our planet. We envision a future where every individual can enjoy the luxury of a comfortable home without contributing to carbon emissions. Our high-efficiency, low-carbon heat pump is just the beginning of our journey toward fully decarbonizing buildings.

By joining Gradient, you’ll be at the forefront of a movement to make sustainable living accessible to all, ensuring healthier communities and a brighter, greener future.

As a Part-Time Customer Support Specialist, Tier 1, you'll be one of the first human points of contact for Gradient customers who need help with their product or experience.

You'll work within Gradient's Customer Experience team to respond to customer questions, gather the right information, follow established support procedures, and make sure issues reach the appropriate next step. You'll also help oversee an increasingly automated support experience—reviewing automated interactions, identifying when something doesn't look right, and helping us understand where our processes and tools can improve.

This is a great opportunity for someone early in their career who enjoys helping people, communicates clearly, and is comfortable learning new systems. You don't need a technical or HVAC background. We'll provide the procedures and product knowledge you need to succeed.

Compensation: The anticipated hourly rate for this role is $25.00-$27.00 per hour. Actual compensation may vary based on experience, qualifications, and location.

Location: Remote, U.S.-based. Approximately 20 hours per week.

The anticipated schedule is approximately Wednesday through Sunday, with regular weekend coverage and working hours aligned primarily with Eastern Time customer needs. Exact hours may be adjusted based on business needs and candidate availability.

• Serve as a frontline point of contact for customers across email and, as Gradient expands its channels, phone and SMS.
• Respond to routine customer questions using established procedures, macros, support content, and approved workflows.
• Gather required customer and product information before escalating technical issues to Tier 2.
• Review automated customer-support interactions for accuracy and identify situations requiring human intervention.
• Flag incorrect, incomplete, or confusing automated responses and provide feedback to help improve Gradient's support processes.
• Recognize issues that fall outside Tier 1 procedures and route them appropriately to Tier 2.
• Maintain clear and accurate customer and case records in Zendesk and other support systems.
• Communicate calmly and professionally with customers, including customers who may be frustrated or concerned.
• Help ensure customers receive timely follow-up and understand what will happen next.
• Learn Gradient's products and support processes as they evolve.
• Partner closely with the Tier 2 Technical Support Specialist and Customer Experience team.

• Some experience working directly with customers, whether through customer service, retail, hospitality, restaurants, call centers, administrative work, or another customer-facing environment.
• Clear and professional written and verbal communication.
• Comfort speaking with customers by phone.
• Patience and empathy when working with frustrated customers.
• Strong attention to detail and ability to follow established processes consistently.
• Good judgment about when something doesn't look right and needs to be escalated.
• Comfortable learning and working in multiple software systems.
• Reliable, organized, and able to work independently in a remote environment.
• Availability for approximately 20 hours per week, including regular weekend coverage.

• Previous customer support or contact-center experience.
• Experience with Zendesk or another ticketing/customer support platform.
• Experience working with automated customer-service tools, chatbots, or AI-assisted workflows.
• Experience supporting consumer products, hardware, appliances, or technology.
• Spanish/English bilingual proficiency.
• Interest in growing into more technical customer support responsibilities over time.
• Interest in climate technology or home electrification.

• Equity
• Medical/vision/dental/life/disability insurance
• 401k
• Paid parental leave
• Professional Development Stipend
• Commuter benefits
• Flexible PTO

We are committed to building a diverse and inclusive company. We seek to create a culture where everyone can belong because we believe that people do their best work when they can show up every day as their authentic selves. We welcome people of different backgrounds, experiences, abilities, and perspectives.

Gradient is an equal opportunity employer. We do not make hiring or employment decisions on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status, or genetic information, in compliance with applicable federal, state and local law.