Customer Support Specialist

Location: [Remote] Reports to: [Senior Manager, Technical Operations] Team: [Customer Support]About The RoleWe'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 DoRespond to customer tickets across email, chat, and in-app messaging — quickly, clearly, and with empathyTroubleshoot platform issues by investigating logs, reproducing bugs, and walking users through fixesEscalate complex technical issues to engineering with clear, well-documented contextOwn customer issues end-to-end — from first response to resolution and follow-upBuild and maintain help center articles, FAQs, and internal documentationIdentify trends in support volume and partner with product and engineering to prevent recurring issuesHelp onboard new users and answer questions about features, integrations, and best practicesContribute to improving support workflows, macros, and tooling as we scaleWhat We're Looking ForRequired1-3 years in a customer-facing support role, ideally at a SaaS or tech companyStrong written communication — you can explain technical concepts clearly to non-technical usersA genuine problem-solver mindset; you enjoy digging into the "why," not just patching the "what"Comfortable with high ticket volume and able to prioritize ruthlesslyTech-savvy — quick to learn new tools and platformsExperience with a help desk tool (Zendesk, Intercom, Front, HubSpot, or similar)Patience and empathy, even with frustrated users on tough daysNice To HaveExperience supporting a B2B SaaS productFamiliarity with basic technical concepts: APIs, integrations, browser dev tools, SQL queriesBackground in technical writing or knowledge base managementExperience working cross-functionally with product and engineering teams