Customer Support Agent (US Night Hours)

Hone provides the tools to achieve ultimate gameplay, boost FPS by rescuing your PC from bloated software. We are looking for a Customer Support Agent based in Pakistan to provide world‑class customer support during U.S. nighttime hours. This role is critical in ensuring our global user base receives timely, high‑quality assistance, while also directly contributing to company growth through collaboration and process improvement.

Shift Hours : 6 : 00AM-4 : 00PM PKT

Salary : $200-500 per month

What You Should Have

3 Years of Customer Support or CX Experience (Gaming, Tech, preferred)

1-2 Years of IT Support Experience

Familiarity with Zendesk, Discord, or other support platforms

Excellent written and verbal English communication skills

Ability to work independently during US daytime hours

Strong problem‑solving mindset with attention to detail

Comfort with using web‑based tools and platforms.

Bonus Points

Previous experience in gaming or tech support environments

Exposure to OKR framework or collaborative project management

Technical background or interest in software / product troubleshooting.

Responsibilities

Respond to customer inquiries through Zendesk Helpdesk, Discord priority tickets, and Discord public channels

Troubleshoot issues, escalate when necessary, and ensure resolutions are well‑documented

Manage and maintain the user base via the admin panel with accuracy and attention to detail

Contribute directly to quarterly team & company OKRs, ensuring alignment with strategic goals

Actively participate in scheduled CX team meetings to share updates, raise concerns, and review progress

Join weekly Company All‑Hands meetings every Monday to stay aligned with company‑wide initiatives

Work closely with Product and Engineering teams to communicate recurring user pain points, bugs, and related problems in proper formatting

Provide structured feedback to help improve workflows, features, and customer satisfaction

Document processes, FAQs, and common troubleshooting steps to strengthen the knowledge base

Identify gaps in support coverage and suggest improvements to efficiency, workflows, and tools

Maintain a customer‑first mindset while balancing company priorities.

Why work at Hone? Fully remote

Hone offers a fully remote work experience, allowing you to work from anywhere while staying connected with our diverse team.

Working in the gaming industry Your work will directly shape how thousands of gamers experience and improve their performance.

A fun and friendly work environment We're a fun and friendly bunch, and we love gaming! You'll have the opportunity to get to know your team members through gaming sessions and build strong relationships. You don’t know your teammate until you have killed them about 43 times or achieved some winner‑winner chicken dinners together!

If this sounds like the perfect opportunity for you, please apply now. We look forward to hearing from you!

Seniority level

Mid‑Senior level

Employment type

Full‑time

Industries

Software Development

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