Customer Support Representative (Tier 1) — EMEA Region

Remote — Kenya

Company Overview

At Hubstaff, our mission is to empower people to have their most productive workday. We do this by providing the industry-leading workforce analytics and time tracking platform for remote and distributed teams.

We’ve been fully remote for over a decade—long before it became a trend—and we continue to believe that remote work represents the most significant shift in the modern workplace since the advent of the PC. Our platform helps more than 95,000 businesses track time, manage schedules, and automate payments with transparency and accountability at its core.

We’re a product-led company with a winning culture, strong momentum, and a long-term vision: to become an essential part of every remote company’s tech stack. And we’re just getting started.

The Role

We’re hiring a Customer Support Representative (Tier 1) to join our global Support team. This is a full-time employee position (via Deel EOR) based in Kenya.

You’ll help customers succeed with Hubstaff by providing clear, friendly, and effective support—primarily via email and live chat. This role is ideal for someone who enjoys problem-solving, loves helping others, and thrives in a fast-paced, remote environment.

While this role begins as Tier 1 support, we’re looking for someone with strong potential to grow into more advanced troubleshooting and Tier 2 responsibilities over time.

What You’ll Do

• Respond to customer inquiries through email and live chat (Intercom).

• Troubleshoot customer issues and explain solutions clearly and patiently.

• Escalate complex technical issues and ensure timely follow-up.

• Identify recurring problems and suggest improvements to documentation or internal processes.

• Collaborate with a global support team across multiple time zones.

What You Should Have

• Based in Kenya and legally authorized to work there.

• 3+ years of experience in customer support or a client-facing role (SaaS experience preferred).

• Excellent written and spoken English communication skills.

• Strong problem-solving mindset and attention to detail.

• Reliable internet connection and a dedicated, quiet workspace.

• Ability to work full-time between 8/9 AM and 5/6 PM (EMEA hours), Monday–Friday.

Nice to Have

• Experience using Intercom, HubSpot, Help Scout, or Zendesk.

• Exposure to SaaS products or technical troubleshooting.

• Curiosity for automation and tools such as Zapier.

• Interest in software systems and continuous learning.

Location

Hiring in: Kenya (remote)

Compensation & Contract Type

• Employment type: Full-time employee (via Deel EOR)

• Base salary: KES 2,800,000 per year (≈ $21,500 USD per year)

• 21 paid vacation days per year

• Annual stipends for equipment and professional growth

• Maternity and paternity leave, with flexibility for personal needs

Why You’ll Love Working with Us

• A remote-first culture built on trust, autonomy, and async collaboration.

• Opportunity to work with a global, multidisciplinary team.

• Stable weekday schedule and predictable work hours.

• Participation in annual retreats and remote team events — past destinations include Costa Rica, Spain, Mexico, and the Dominican Republic.

Inclusion at Hubstaff

Hubstaff is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members, regardless of background, identity, or lived experience.