Job Description

Customer Support Specialist

Location: [Remote] Reports to: [Senior Manager, Technical Operations] Team: [Customer Support]

About the Role

We're a fast-growing tech company with hundreds of users relying on our platform every day — and we're looking for a Customer Support Specialist to be their first point of contact when something goes wrong, when they have a question, or when they need help getting more out of the product. This isn't a script-reading role. You'll work directly with users to troubleshoot issues, dig into root causes, and turn frustrating moments into great ones. You'll also be the voice of the customer internally — surfacing patterns, flagging bugs to engineering, and helping us build a better product. If you're someone who loves solving problems, can juggle a high volume of tickets without losing the human touch, and gets satisfaction from a well-closed ticket, we want to talk to you.

What You'll Do

• Respond to customer tickets across email, chat, and in-app messaging — quickly, clearly, and with empathy
• Troubleshoot platform issues by investigating logs, reproducing bugs, and walking users through fixes
• Escalate complex technical issues to engineering with clear, well-documented context
• Own customer issues end-to-end — from first response to resolution and follow-up
• Build and maintain help center articles, FAQs, and internal documentation
• Identify trends in support volume and partner with product and engineering to prevent recurring issues
• Help onboard new users and answer questions about features, integrations, and best practices
• Contribute to improving support workflows, macros, and tooling as we scale

What We're Looking For

Required:

• 1-3 years in a customer-facing support role, ideally at a SaaS or tech company
• Strong written communication — you can explain technical concepts clearly to non-technical users
• A genuine problem-solver mindset; you enjoy digging into the "why," not just patching the "what"
• Comfortable with high ticket volume and able to prioritize ruthlessly
• Tech-savvy — quick to learn new tools and platforms
• Experience with a help desk tool (Zendesk, Intercom, Front, HubSpot, or similar)
• Patience and empathy, even with frustrated users on tough days

Nice to have:

• Experience supporting a B2B SaaS product
• Familiarity with basic technical concepts: APIs, integrations, browser dev tools, SQL queries
• Background in technical writing or knowledge base management
• Experience working cross-functionally with product and engineering teams

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