Customer Support Specialist

Centage helps finance teams plan better, move faster, and make smarter decisions. Our customers rely on us not just for software, but for clear answers, strong support, and people who know how to solve problems the right way.We care how people work together. We want team members who are helpful, accountable, curious, and easy to work with. We do not hire ego. We hire people who can think clearly, communicate well, and put the customer first.What it's like to be a Customer Support Specialist at CentageAs a Customer Support Specialist, you will be on the front line of the customer experience. You will help customers resolve product, technical, and data-related issues while building trust in Centage with every interaction.This is not a script-reading support role. You will investigate issues, ask good questions, validate data, explain concepts clearly, and work across teams to drive resolution. Some requests will be straightforward. Others will require analysis, patience, and coordination with Customer Success, Product, Engineering, and Integration.The right person for this role is process-driven, technically capable, customer-minded, and comfortable working in a fast-moving SaaS environment.What you'll doRespond to customer requests through Zendesk and email with professionalism, urgency, and clarityTroubleshoot product, user, and data-related issues, including login problems, system behavior, reporting questions, and data inconsistenciesReview customer data and help validate actuals, budgets, and related outputs inside CentageTranslate technical and finance-related concepts into clear, usable guidance for customersReproduce issues, document findings, and escalate complex problems with complete and useful internal notesPartner closely with Customer Success, Product, Engineering, and Integration teams to drive issues to resolutionIdentify recurring issues and help improve internal processes, documentation, and support workflowsContribute to the Help Center through written articles, process updates, and short instructional contentManage a high volume of requests while maintaining quality, ownership, and follow-throughWhat success looks likeCustomers receive timely, accurate, and professional supportIssues are investigated thoroughly, not just passed alongEscalations are clear, well-documented, and actionableYou can move between customer communication, technical troubleshooting, and internal coordination without losing control of the caseYou help improve the support function, not just your own queueWhy you might like this roleYou like solving real problemsYou are comfortable balancing customer service with technical troubleshootingYou want a role where you can build product expertise and become a trusted resourceYou enjoy finding patterns, improving processes, and making things work betterWhy we would like you in this roleYou may be a strong fit if you are the kind of person who stays calm, gets organized, and works the problem. You communicate clearly, you do not cut corners, and you care about getting the customer to the right outcome. You do not need to know everything on day one, but you do need to be coachable, sharp, and willing to learn fast.Must-Have:Experience in technical support and or implementation support, or a similar customer-facing SaaS technical roleStrong written and verbal communication skillsAbility to troubleshoot systematically and think critically under pressureComfort working with software, systems, data, and technical workflowsStrong attention to detail and ability to manage multiple open issues at onceProcess-oriented mindset with strong organization and follow-throughStrong working knowledge of Excel and experience reviewing or validating dataAbility to simplify complex information for non-technical usersSelf-motivated and able to work effectively as part of a teamAbility to work on-site in San Antonio, TexasQualificationsExperience with Zendesk or a similar ticketing platformExperience supporting B2B SaaS productsExperience with Salesforce, Jira, or similar business systemsExposure to SQL, Python, APIs, reporting tools, or technical data analysisExperience creating help documentation, training content, or customer-facing walkthroughsFamiliarity with budgeting, accounting, financial systems, or FP&A workflowsBenefits$1,000 education budgetCompany-paid health, dental, and vision insuranceMedical and dependent care flexible spending accountsCompany Short Term Disability coverageCompany-paid Life and AD&D coverage with the option to purchase additional coverageOpen PTO policy + 9 paid public holidays each year401(k) matching planOpportunity to work with innovative and progressive technologyStart-up environment with a proven playbookCompensationBase salary range: $60,000 to $65,000