Customer Support for a Project Management Platform (SaaS) 🏕️

Monic M⋆

Customer Success Manager

Customer Support Representative

Technical Support Specialist

Basecamp

HelpScout

Kibana

SaaS

Basecamp is a project management and collaboration tool that helps teams stay in touch, allowing users to create projects, track progress, and manage tasks.

I worked at 37signals, the company that created Basecamp and HEY, as a Customer Support Rep (L1) from November 2022 to November 2023.

Responsibilities

Customer Support: Assisted customers via email and Zoom, providing timely and accurate information about product features and usage while making sure responses were clear, helpful, and aligned with the company’s style guide.

Technical Troubleshooting: Diagnosed and resolved user issues, created detailed bug reports, and escalated complex problems to the Engineering team when needed.

eCommerce: Managed returns and refunds processes at basecamp-goods.com using Shopify.

Provided assistance for HEY: Helped users regain access to their accounts, troubleshoot 2FA issues, and resolve other login-related concerns.

HEY is 37signals’ email and calendar app.

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Posted Mar 23, 2025

Provided customer support and resolved technical issues for 37signals, the company behind Basecamp and HEY, ensuring seamless user experience and satisfaction.

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Timeline

Nov 14, 2022 - Nov 3, 2023