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. If this sounds like a place where you’d thrive, keep reading—your next opportunity might be here. Summary: - Job Title: Customer Support Representative I - Job Status: Full Time - Location: 100% remote - Compensation: Hourly (Non-Exempt) - Position Type: Direct Hire, note, this is not a contract role - Pay Range: $20.00/hour - Shift: 10:00 AM - 7:00 PM ET, Monday - Friday Do you love solving problems and have a passion for helping others? Are you looking for a fast-paced environment where you have the freedom to challenge the status quo and the opportunity to exceed expectations daily? Then our Customer Support Representative may be the position for you. This position requires fast learning, sleuth-like skills at times, and an unflappable positive attitude. What You’ll Be Doing: - Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, live online chat, and email (no robots here!) - Utilize your expertise and problem-solving abilities to assist customers with software support regarding accounting, payroll, and tax-related software inquiries. - Act as a liaison between customers and internal teams to provide valuable insights for product development and enhancements. - Continuously expand your knowledge of the software, new features, and accounting and payroll best practices. - Work independently for approximately 80% of the day, while collaborating remotely with team members and attending meetings as needed. - Handle sensitive customer information securely and follow the company’s data protection protocols. - Maintain strong attention to detail and ensure accurate and timely documentation of customer interactions. - Offer guidance and support to customers regarding new product features and software functionality. Please note this is a sample of what you’ll be doing. This job requires you to be able to adapt to change quickly in order to deliver an exceptional customer experience. Your duties, responsibilities, and activities may change at any time with or without notice. What You’ll Need: - Previous experience in customer service, with strong communication skills, both verbal and written. - Self-motivated and able to work independently in a fast-paced environment for approximately 80% of the day, effectively managing tasks without constant supervision. - Proficient with technology, with the ability to quickly learn and adapt to new software and tools. - Must have the ability to handle sensitive customer information securely and adhere to the company’s data protection protocols. - Strong attention to detail with the ability to accurately document customer interactions in a timely manner. - Efficiently manage multiple tasks simultaneously, including answering customer calls, responding to emails, and handling chats. This role requires the ability to perform these tasks in a timely manner while maintaining a professional and efficient workflow. - This role requires sitting or standing for extended periods (8+ hours) while working on a computer. - Consistent, Reliable High-Speed Internet Access - Dedicated, quiet workspace free from distractions Nice to Have: - Working knowledge of USA-based payroll and payroll tax - Experience with CRM software - Familiarity with payroll or accounting software Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Location & Commitments - Full-time, direct-hire, 100% remote role - Open to candidates legally eligible to work in the United States - Not open to applicants residing in: Alaska, California, Hawaii, Washington D.C. - Core hours: 10:00 AM - 7:00 PM ET, Monday–Friday - Some flexibility is required during busy seasons or critical “right-now” moments Equal Opportunity Patriot is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability or sex. More Reasons to Love Patriot Great products start with great people—which is why we invest in our team so they can do their best work. In addition to a culture that encourages innovation and ownership, our full-time employees enjoy a comprehensive suite of benefits that help our team thrive inside and outside of work. Learn more about our opportunities and benefits on our Careers page. Are you ready to take the next step in your career? -- Ready to take the next step in your career? We’d love to meet you. Privacy Notice To protect the privacy of our customers and employees, please do not include sensitive Personally Identifiable Information (PII)—such as Social Security Numbers, Dates of Birth, or W-2s—when submitting your application. Use of AI in the Hiring Process Thank you for your interest in Patriot Software! To support a fair and efficient hiring process, we use AI-powered tools to assist with resume screening, note-taking, and interview insights. These tools help us evaluate candidates consistently and in compliance with EEOC and all applicable laws. AI tools do not make hiring decisions—all decisions are made by our human hiring team. All applicants are evaluated based on their qualifications, skills, and experience. By submitting your application, you acknowledge the following: AI Usage - AI may analyze an applicant's video, including facial expressions, as part of assessing position fit. - AI tools may be used during interviews for note-taking, evaluating responses, and generating interview summaries. On-Camera Video Interviews - All interviews are conducted via video with cameras on to maintain compliance and security standards. - Patriot is a camera-on company for all video interactions. Photo Capture for Security - If selected to interview, you may be asked to provide or have a photo captured. - This photo is used only to verify that the same candidate is present throughout all interview stages. - Photos are not shared externally, used for any other purpose, or stored after the interview process. They are securely disposed of once the process is complete. Privacy & Data Use - Any photos are used solely for candidate verification. - Geolocation tools may be used only to verify your location and ensure interview integrity. - All geolocation use is limited to security and compliance needs and follows all applicable privacy laws.

• Approximately 95% of your time will be spent with customers delivering exceptional customer service experiences through personalized interactions with customers via phone, live online chat, and email (no robots here!) • Utilize your expertise and problem-solving abilities to assist customers with software support regarding accounting, payroll, and tax-related software inquiries. • Act as a liaison between customers and internal teams to provide valuable insights for product development and enhancements. • Continuously expand your knowledge of the software, new features, and accounting and payroll best practices. • Work independently for approximately 80% of the day, while collaborating remotely with team members and attending meetings as needed. • Handle sensitive customer information securely and follow the company’s data protection protocols. • Maintain strong attention to detail and ensure accurate and timely documentation of customer interactions. • Offer guidance and support to customers regarding new product features and software functionality.

• Analyze Chats/Emails processed by the VIP Customer Support Agents and VIP Account Managers • Provide personalised, high-quality support to VIP customers • Act as the main point of contact for assigned high-value clients • Build and maintain strong, long-term relationships • Handle inquiries, issues, and escalations for different brands within the company • Adapt communication style and service standards according to each brand’s guidelines • Maintain deep knowledge of each brand’s products, services, and promotions • Demonstrate flexibility with schedules and workload • Meet KPIs related to response time, customer satisfaction, and retention

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Customer Service Representative for our ThermaTru Brand, you will be responsible for delivering high-quality service that creates a positive experience for our B2B customers. You will support order management, customer inquiries, and service resolution while ensuring accuracy and responsiveness in a fast-paced environment. - Manage inbound calls and emails, process and validate customer orders, and collaborate with internal partners to resolve issues and maintain strong customer relationships. - The ideal candidate is professional under pressure, detail-oriented, and motivated to support both individual and team objectives that strengthen business strategies and customer satisfaction. We value individuals who can: - Think Fast: Use systems, data, and problem-solving skills to respond quickly and accurately to customer needs. - Work It Together: Collaborate across teams and departments to resolve issues and support seamless customer experiences. - Make the Hard Call: Take ownership of customer concerns and make thoughtful decisions to resolve challenges while protecting service commitments. POSITION LOCATION: This is a remote position in the United States with regular hours Monday through Friday, 8:00 AM – 5:00 PM. What you will be doing: - Perform timely and accurate order validation supporting approximately $1B in annual sales revenue while ensuring customer-specific service expectations are met. - Manage order modifications in alignment with customer requests while minimizing service disruptions and potential financial risk. - Respond to customer inquiries including order status, inventory availability, product information, order discrepancies (claims/returns), account status, pricing, and sales programs. - Manage and assess customer-related issues and implement appropriate resolutions through phone, email, and other communication channels while maintaining customer experience standards. - Work collaboratively with cross-functional partners including Pricing, Sales Administration, Transportation, Finance, Quality, Marketing, and Field Sales. - Utilize technology platforms and systems to efficiently respond to customer needs, including Delivery Ware, shared email platforms, customer portals, and Electronic Data Interchange (EDI). - Maintain accurate documentation and ensure data integrity across systems. - Support team initiatives and contribute to continuous improvement in customer service processes. - Perform other duties as assigned. Qualifications - Minimum of 1 year of customer service experience in a service-oriented industry. - Proficiency in Microsoft Excel, Word, and PowerPoint. - Ability to manage a high volume of work while maintaining strong attention to detail and accuracy. - Excellent interpersonal, written, and verbal communication skills. - Strong problem-solving and issue resolution skills. - Demonstrated ability to work independently, cross-functionally, and within a team environment. - Preferred Qualifications: - Associate’s or Bachelor’s degree. - SAP experience or experience with enterprise resource planning (ERP) systems. Requirements - Fortune Brands believes in fair and equitable pay. - A reasonable estimate of the base salary range for this role is Hiring Pay Range: $30,000 USD - $44,000 USD. - Actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. - In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan. Benefits - Comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. - Robust health plans. - Market-leading 401(k) program with a company contribution. - Product discounts. - Flexible time off benefits. - Adoption benefits. - Numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.