Location: San Francisco, CA (Onsite, 5 days/week) Compensation: $90,000–$120,000/year + rich, comprehensive benefits Employment Type: Full-Time
About the Role
We are seeking a technically curious, customer-focused Customer Support Specialist to join a fast-growing, AI-driven SaaS company in San Francisco.
This role is ideal for someone who thrives in a fast-paced startup environment, enjoys solving complex problems, and takes ownership of customer issues from start to finish. You'll manage a high-volume support queue while troubleshooting technical challenges and collaborating with internal teams to deliver an exceptional customer experience.
Key Responsibilities
Manage approximately 20–40 customer support tickets daily, maintaining speed, accuracy, and quality.
Troubleshoot product issues, workflows, integrations, configurations, and technical bugs.
Investigate and reproduce issues using internal tools, logs, and AI-powered resources before escalating.
Provide clear, concise, and empathetic customer communication through email and Slack.
Collaborate with Engineering and Product teams to resolve complex issues and identify recurring problems.
Prioritize urgent customer requests while balancing daily support responsibilities.
Contribute to improving support processes, documentation, and automation.
Qualifications
2+ years of customer support experience, preferably in B2B SaaS or technology.
Proven experience managing a high-volume support queue (ideally 20–40 tickets/day).
Experience with ticketing platforms such as Zendesk, Intercom, Pylon, Jira, or Freshdesk.
Strong technical aptitude, troubleshooting skills, and natural curiosity.
Excellent written and verbal communication skills, with an ability to explain complex issues concisely.
Comfortable working in a fast-paced startup environment with evolving processes.
Ability to work onsite in San Francisco five days per week.
Nice to Have
Experience at an AI, CRM, or high-growth SaaS company.
Tier 2 technical support or startup experience.
Familiarity with APIs, integrations, workflow automation, or CRM systems.
Experience leveraging AI tools to troubleshoot and resolve customer issues.