Customer Support Specialist

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

Were a fast-growing tech company with hundreds of users relying on our platform every day and were 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 isnt a script-reading role. Youll work directly with users to troubleshoot issues dig into root causes and turn frustrating moments into great ones. Youll also be the voice of the customer internally surfacing patterns flagging bugs to engineering and helping us build a better product.
If youre 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.

• 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

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