Customer Support Specialist

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

📋 Description

• Deliver expert support through live chat, email, and phone interactions.

• Uphold a high-performance standard by consistently resolving at least 8 tickets per hour while achieving exceptional customer satisfaction scores.

• Collaborate with our AI agents, who manage the initial triage process.

• Go beyond scripted responses to troubleshoot software bugs and navigation challenges.

• Inform customers about our upgraded CE tracking account options.

• Actively identify product feedback and recurring issues to relay to our internal teams, enhancing the CE Broker user experience.

• Work with the team to improve our internal knowledge base and optimize support documentation.

⛳️ Requirements

• SaaS Support Experience: A minimum of 2 years in a contact center or technical support position, specifically within the SaaS sector.

• Required proficiency in Zendesk (or a comparable CRM); you must be adept at navigating extensive ticket histories and using macros effectively.

• A positive attitude towards the integration of AI in the workplace, coupled with a demonstrated ability to quickly learn new software platforms.

• Exceptional verbal and written English skills, with the ability to convey technical concepts in straightforward, friendly terms for non-technical users. (Fluency in Spanish is a significant advantage!)

• An Associate’s degree or higher is preferred.

🏝️ Benefits

• Recognized as one of BuiltIn's 2025 Best Places to Work and awarded the Silver Stevie® Award in the 2025 Stevie Awards For Great Employers.

• Professional development allowance to support your personal growth in meaningful ways.

• Flexible work arrangements to help you balance work with personal life, along with generous PTO, including paid time off for volunteering, your birthday, and parental leave.

• 401K plan with company matching, plus financial planning education and resources.

• Employees can select from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and their dependents.

• Lifestyle Spending Account (LSA): We promote personal well-being by providing an annual lifestyle spending account for you to use on what matters most—be it a gym membership, a meditation app, home office equipment, or fresh produce delivery.

• Your health is our utmost priority! We cover 100% of your health insurance premiums, with plans offering both national and international coverage.

• Propelus Flex Club: Our flexible benefits platform provides you with monthly points to redeem on essential items, along with access to exclusive discounts for being part of our team.

• Comprehensive life insurance policy, fully funded by the company.