Customer Support Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Address customer inquiries through email, chat, and in-app messaging — promptly, clearly, and with understanding.

• Diagnose platform problems by reviewing logs, replicating bugs, and guiding users through solutions.

• Refer intricate technical challenges to the engineering team with detailed and well-documented context.

• Manage customer concerns from initial contact to resolution and subsequent follow-up.

• Develop and update help center articles, FAQs, and internal documentation.

• Recognize patterns in support requests and collaborate with product and engineering teams to mitigate recurring issues.

• Assist in onboarding new users and provide insights on features, integrations, and best practices.

• Participate in enhancing support workflows, macros, and tools as the organization expands.

⛳️ Requirements

• 1-3 years of experience in a customer-facing support role, preferably within a SaaS or technology company.

• Excellent written communication skills — able to clarify technical concepts for non-technical audiences.

• A true problem-solver; you enjoy exploring the 'why' behind issues, not just addressing the 'what.'

• Comfortable managing a high volume of tickets and capable of prioritizing effectively.

• Technologically adept — able to quickly learn new tools and platforms.

• Familiarity with help desk software (such as Zendesk, Intercom, Front, HubSpot, or similar).

• Patience and empathy, particularly when dealing with frustrated users during challenging situations.

• Preferred: Experience in supporting a B2B SaaS product.

• Understanding of basic technical concepts: APIs, integrations, browser developer tools, SQL queries.

• Background in technical writing or management of knowledge bases.

• Experience collaborating across departments with product and engineering teams.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and continuous learning.

• Flexible work hours and remote work options.

• A supportive and inclusive team culture.