Tier I Support Specialist

Tier I Support SpecialistAbout DOPE MarketingDOPE Marketing is a direct mail automation platform serving thousands of home service businesses across the United States. We've grown from a startup to a $28M+ revenue company in just over six years by building technology that makes direct mail as easy as running a digital ad. Our platform combines data-driven targeting, automated campaign management, and a full-service print and mail operation, all accessible through software that our clients use every day.The Tier I Support Specialist RoleThe Tier I Support Specialist plays a critical role on our Customer Success Team, ensuring client accounts are running smoothly, resolving issues promptly, and creating a positive experience for every customer. In this role, you'll be the first point of contact for client questions, troubleshooting, and process guidance while collaborating with the internal team to keep campaigns on track.Our clients are home service business owners: HVAC, roofing, landscaping, plumbing. They're busy, they're direct, and they need fast answers. If you can handle a high volume of client interactions, multitask without dropping the ball, and turn frustrated clients into loyal ones, this role has real growth potential.Core Duties / What You Will OwnTriage inbound issues accurately - act as the first point of contact for client inquiries via email, phone, and chat, ensuring prompt and professional responsesResolve common/known issues independently using existing documentation and resources - Identify and troubleshoot technical issues, work with clients and internal teams to resolve them effectivelyProvide guidance and support to clients in using our software, tools, and servicesEscalate complex issues with enough context for leadership to act on quicklyDocument customer interactions and resolutions in the CRM system to maintain timely, accurate and comprehensive recordsContribute to improving processes by identifying opportunities for enhanced service deliveryMaintain rigorous time management to resolve customer issues and drive platform adoptionCollaborate with internal teams to identify, escalate and resolve recurring client issuesRepresent the brand well under pressureWhat We Are Looking For1+ years of experience in customer support, client success, or account management - this is a junior position perfect for recent college grads or experienced professionals looking for a new career as part of a fast paced start-up environment. (Internships and part-time work experience is applicable)Familiarity with support platforms (Crisp, Intercom, Zendesk, or similar) and CRM systems (HubSpot experience is a strong plus)Exposure to / experience with basic troubleshooting on web-based or cloud applicationsComfort with AI-powered support tools and a willingness to leverage automationExceptional written and verbal communication , you can de-escalate a frustrated client and make them feel heardAnalytical mindset , you use data to identify trends, not just gut feelingAbility to work cross-functionally with sales, product, and operations teamsYou take ownership. When a client has a problem, it becomes your problem until it's resolvedStrong inquisitive, communication and multitasking skills and the ability to self-direct work with a focus on actionExcellent time management and prioritization capabilitiesRelevant industry experience in home service or local business, online retail, social commerce is a plus. The more familiar and confident you are already with communicating B2B, the betterApplicable certifications are a plus (Ex: HubSpot, Zendesk, etc)You're right for this role if you have:A naturally inquisitive mindset coupled with strong problem-solving instincts that translated into the ability to reproduce issues and isolate root causesExcellent communication (verbal and written) and de-escalation skillsGreat organizational habits, prioritization capabilities and the ability to juggle multiple prioritiesA bias for action and the ability to direct your own workThis Role Is Probably NOT For You If:You see support as a dead-end role. (We see it as the heartbeat of the client experience!)Lack of a sense of urgency - you let problems sit and build instead of flagging them immediately. We need proactive communication, not surprise escalations.You get defensive when clients are upset. Our clients are direct and so are weYou're not comfortable with AI tools , we're building a modern, tech-enabled support functionOur CultureWe value direct communication, personal accountability, and critical thinking. We don't hire people who nod their heads and go through the motions. We hire people who see problems, say something, and then fix them. If you need someone to hold your hand every step of the way, this isn't the place for you. If you thrive when given real ownership and the trust to figure things out , you'll love it here. Our leadership team operates on EOS (Entrepreneurial Operating System), and one of the guiding principles of this system is that we expect every team member to own their number, hit their rocks, and communicate openly when something isn't working. We'd rather hear a hard truth on Monday than discover a hidden problem on Friday.How to Apply: Submit your resume (Optional: Include a brief cover letter ...)JOB TYPE: Full-Time, SalariedCOMPENSATION: $40,000 - $50,000 / AnnuallyWORK LOCATION: In-Office / In-Person (Required) 3225 Neil Armstrong Blvd, Eagan, MN 55121SCHEDULE:Typically M-F, 9am to 5pm with ability to flex as needed for high-volume support demandsPossible weekends as neededBENEFITS:401(k) / 401(k) matchingHealth InsuranceDental InsuranceVision InsurancePaid time off