Application Programming Interface (API), Best Practices, Business-to-Business (B2B), Cross-Functional, Customer Relations, Customer Support/Service, Establish Priorities, Frequently Asked Questions (FAQ), Help Desk, Identify Issues, Knowledge Base, Machine Tool, Operations Management, Problem Solving Skills, Product Engineering, Resolve Customer Issues, SQL (Structured Query Language), Scripting (Scripting Languages), Software Patches, Software as a Service (SaaS), Technical Operations, Technical Writing, Trend Analysis, Web Browsers, Writing Skills, ZenDesk
Customer Support Specialist
Location: [Remote] Reports to: [Senior Manager, Technical Operations] Team: [Customer Support]
About the Role
We'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 Do
- 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
What We're Looking For
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