Careerscape is recruiting on behalf of our client, a fast-growing SaaS company headquartered in Denver, Colorado, for a Customer Support Associate to join their fully remote team. In this role you will be the first point of contact for customers, triaging incoming tickets, resolving product questions, and guiding new users through onboarding so they get real value from the platform quickly. This is a great opportunity for a support professional who enjoys problem-solving and wants to grow with a company that treats customer experience as a core part of its product strategy.
Day to day, you will juggle a queue of tickets across chat, email, and occasionally phone, prioritizing based on urgency and impact while keeping a calm, friendly tone even when customers are frustrated. You will also run onboarding calls and walkthroughs for new accounts, translating technical product details into clear, actionable guidance. People who thrive in this role are naturally curious about how software works, communicate clearly in writing, stay organized under a shifting workload, and genuinely enjoy helping people succeed.
Responsibilities
Triage and respond to inbound customer support tickets across chat and email
Prioritize tickets based on urgency, account impact, and SLA commitments
Lead onboarding sessions and product walkthroughs for new customers
Troubleshoot product issues and escalate complex bugs to engineering
Maintain accurate records of customer interactions in the CRM and helpdesk system
Identify recurring issues and share feedback with product and engineering teams
Contribute to and update the internal knowledge base and help center articles
Track customer health signals and flag at-risk accounts to the success team
Meet or exceed individual response time and satisfaction targets
Participate in team meetings to share insights on customer trends
Requirements
2 to 4 years of experience in a customer support, helpdesk, or customer success role
Experience supporting a SaaS or software product preferred
Excellent written and verbal communication skills
Comfortable using helpdesk tools such as Zendesk, Intercom, or similar
Strong troubleshooting skills and ability to explain technical concepts simply
Ability to manage a high-volume ticket queue while maintaining quality
Self-motivated and reliable in a fully remote work environment
Experience with CRM systems such as Salesforce or HubSpot a plus
Bachelor's degree or equivalent practical experience preferred