Consumer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a large volume of user inquiries through email, chat, Slack, and community channels for both consumer and business users.

• Provide clear, thoughtful, and human-centric customer support at scale.

• Assess and prioritize inquiries to achieve response and resolution targets.

• Utilize customer feedback to detect product issues, user experience confusion, and gaps in features.

• Investigate and troubleshoot product concerns, replicate issues, identify root causes, and offer solutions or workarounds.

• Assist users with technical troubleshooting related to AI search, LLM behavior, and account setups.

• Document bugs comprehensively in Linear for the Engineering team.

• Develop and utilize AI tools and automation, including Intercom workflows and scripts, to enhance operational efficiency.

• Compose and update Help Center articles, internal standard operating procedures, escalation playbooks, and troubleshooting manuals.

• Share user insights and escalations with Product and Engineering teams, ensuring feedback loops and keeping team members informed.

• Monitor support KPIs and suggest data-driven improvements to processes.

⛳️ Requirements

• Over 3 years of experience in customer support, user operations, or technical support, preferably within a SaaS or technology company.

• Proven ability to handle high ticket volumes while ensuring quality and empathy.

• Exceptional communication skills in customer-facing roles.

• Technical proficiency with the capability to troubleshoot product issues independently.

• Practical experience with AI tools and automation platforms, including Intercom workflows and scripting.

• Knowledge of AI, LLMs, or search technologies.

• Strong communication skills for internal and cross-functional collaboration.

• Self-driven and proactive mindset.

• Experience in creating user-facing documentation and internal SOPs, templates, and playbooks.

• Familiarity with multi-channel support operations, including establishing, optimizing, or scaling support systems and routing.

• Comfortable working in a fast-paced, high-volume startup environment with changing priorities.

• Familiarity with tools like Intercom, Parahelp, Linear, Notion, or Stripe.

• Understanding of prompting techniques and LLM optimization.

• Basic knowledge of HTTP, REST APIs, JavaScript, and HTML.

• Experience with SQL, Looker, or Snowflake.

• Scripting or lightweight automation proficiency with Google Apps Script or Python.

• Previous experience at an early-stage or high-growth startup.

🏝️ Benefits

• Equity

• Health insurance

• Dental insurance

• Vision insurance

• Retirement benefits

• Fitness benefits

• Commuter benefits

• Dependent care accounts

• Regionally tailored benefits for full-time employees outside the U.S.