Senior Customer Support Specialist

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

📋 Description

• Lead the front line of customer support through chat, email, and video, effectively resolving issues from start to finish with minimal guidance.

• Analyze and troubleshoot intricate technical problems, escalating to Product Engineering only when absolutely necessary.

• Recognize trends in customer challenges and convert them into process enhancements, knowledge base articles, and actionable insights for the broader team.

• Serve as the vital link between Support, Sales, Product, and Customer Success, ensuring that nothing slips through the cracks.

• Contribute to the evolution of support as we expand, influencing decisions on tools, workflow design, and team playbooks.

⛳️ Requirements

• Over 5 years of experience in customer or technical support within a B2B SaaS context.

• Excellent written and verbal communication capabilities.

• Strong troubleshooting aptitude - you thrive on problem-solving and discovering innovative solutions.

• Inquisitive, open to coaching, and motivated to surpass objectives.

• Startup-ready: flexible, quick-paced, and hands-on.

• Familiarity with customer support tools like Zendesk, Intercom, Jira, Linear, and others.

• A genuine interest and perspective on AI and the future of work.

🏝️ Benefits

• Comprehensive private medical coverage, pension plan, and daily lunch provided.