Customer Support Associate

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

📋 Description

• Oversee and address customer support inquiries, delivering thoughtful, prompt, and high-quality assistance.

• Engage directly with users throughout the resolution process, managing expectations with empathy and clear communication.

• Diagnose customer issues and identify when additional technical support or escalation is necessary.

• Collaborate with Engineering to monitor escalations and bugs until resolved, while keeping users and internal stakeholders updated.

• Assist the broader Customer Experience team with technical and configuration-related responsibilities, including platform setup during onboarding and ongoing data quality assessments.

• Develop an in-depth understanding of the PERSUIT platform to troubleshoot issues and guide users effectively.

• Work cross-functionally with Customer Experience, Product, and Engineering to resolve challenges and enhance the overall customer experience.

• Recognize trends across support tickets to identify recurring customer challenges and potential product enhancements.

• Explore opportunities to refine and automate support processes, including investigating how AI can boost efficiency.

• Relay customer feedback and recurring issues to Product to support platform improvements.

• Create and sustain support documentation and guides to promote effective self-service and help customers maximize their use of PERSUIT.

⛳️ Requirements

• A minimum of 3 years of experience in a SaaS support role, preferably in a B2B setting.

• Proven experience managing a customer support ticket queue while juggling multiple priorities.

• Strong technical curiosity and comfort in troubleshooting customer and platform issues.

• Exceptional written and verbal communication skills, with the ability to communicate clearly and empathetically with customers.

• Sound judgment and the capability to make informed decisions when prioritizing and escalating issues.

• Ability to handle competing, time-sensitive demands and work independently.

• A collaborative attitude and comfort in working cross-functionally with teams such as Engineering, Product, and Customer Experience.

• A strong sense of ownership and a commitment to seeing problems through from initial inquiry to resolution.

• Experience with Zendesk, Jira, Slack, or similar tools (preferred).

• Familiarity with legal tech, fintech, eBilling, or another B2B SaaS environment (preferred).

• Understanding of BI tools, SQL, APIs, integrations, or similar technical concepts (preferred).

• An interest in AI, data, automation, and operational efficiency (preferred).

• Current, valid work authorization in the country where the role is located.

• Availability to work in the Eastern or Central time zones in the United States.

🏝️ Benefits

• Health Care Plan (Medical, Dental & Vision)

• Retirement Plan (401k, IRA)

• Paid Time Off (Vacation, Sick & Public Holidays)

• Family Leave (Maternity, Paternity)

• Training & Development

• Wellness Resources