Product Support Associate - Asia-Based (Pacific Time Shift: 4 PM – 1 AM PT)

About OpenSesame

While it appears to most people that we just sell training courses (over 40,000 of them), what we really offer is the opportunity for companies to upgrade the skills of each of their employees. In fact, we have strategic partnerships with 150+ Global2000 companies who rely on our training programs to develop the world’s most productive and admired workforces. 

About the Team: 

At OpenSesame, delivering exceptional customer experiences is core to who we are. Our Product Support team, part of the Product organization, builds trusted relationships by taking ownership and going beyond expectations. We’re a tight-knit, collaborative group known for creative problem-solving and a customer-first mindset. If you're a proactive, curious thinker who thrives in a fast-paced environment and brings fresh ideas with a positive attitude, we’d love to meet you.

About the Job: 

We’re looking for an experienced Customer Support professional to join our growing team! Great support goes beyond quick fixes—it’s about identifying root causes and driving long-term solutions. In this role, you’ll respond to customer inquiries via email, chat, and phone, while collaborating with cross-functional teams to resolve issues and continuously improve the customer experience. 

You’ll leverage AI-enhanced support tools—like Zendesk AI, macros, and automation features—to streamline workflows, surface insights, and deliver faster, more consistent service.

Performance Objectives: 

30 Days

• Begin providing support to customers via chat and email, helping troubleshoot technical issues related to OpenSesame’s learning platform.
• Complete onboarding through 1:1 training, internal documentation, and eLearning courses to build foundational product knowledge.
• Learn how to ask effective questions, document issues clearly, and escalate cases appropriately when they exceed your current expertise.
• Apply your prior experience with AI-powered support tools—such as bots, macros, or suggested replies—to begin enhancing response quality and efficiency within our support workflows.
• Demonstrate strong written communication skills and a proactive mindset, actively seeking out answers and filling knowledge gaps as they arise.

60 Days

• Independently manage a queue of 45+ support tickets, applying technical troubleshooting skills to resolve a wide range of product and course-related issues.
• Conduct product and course testing, coordinating with course publishers to diagnose and resolve problems.
• Participate in cross-functional meetings with teams like Product, Sales, and Curation to ensure customer needs are addressed collaboratively.
• Continue leveraging your knowledge of AI-driven support tools to streamline workflows, reduce resolution time, and deliver consistent customer experiences.
• Build confidence in navigating nuanced technical conversations, maintaining a clear and customer-centric tone.

90 Days

• Develop deep familiarity with the full OpenSesame product suite, including common use cases and customer challenges.
• Begin handling phone-based support and recognize when a real-time conversation can help clarify or expedite case resolution.
• Identify high-impact or complex issues, escalate effectively, and collaborate with the broader team to ensure resolution while keeping customers informed.
• Demonstrate the ability to balance independent problem-solving with collaborative teamwork, knowing when to move forward and when to seek input.

6 Months

• Respond to internal support questions from colleagues via Slack, contributing to a responsive and helpful support culture.
• Navigate all Product Support processes with ease, guiding other departments on how and when to engage the support team.
• Confidently resolve the most frequently encountered issues and understand how to escalate edge cases to the appropriate team members.
• Serve as a knowledgeable, thoughtful, and empathetic support representative—valued by customers and internal teams alike for your clarity, consistency, and problem-solving mindset.
  

Other Details:

• Days: Monday through Friday.
• Shift: Pacific Time Shift: 4 PM – 1 AM PT
• Ability to work a weekend on-call support shift once roughly every 8 weeks (if needed)

Location: This is a remote-first role, open to candidates based in Asia. Fluency in English is required.

Performance Driven: We're looking for self-starters with a track record of delivering excellent results, and we're highly selective about who we hire. We don't focus on typical job requirements; instead, we're interested in specific examples from your past experiences.

Pay Transparency: At OpenSesame, we prioritize pay transparency, fairness, and equity to create a positive and inclusive work environment, regularly reviewing our compensation practices to align with our values and goals. We provide competitive and fair compensation to our employees based on their skills, experience, and performance.