Support Specialist 2

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

📋 Description

• Manage customer support requests independently from start to finish through ticketing, chat, and phone (where applicable).

• Diagnose and resolve moderately complex to complex product issues without oversight.

• Handle high-volume queues while ensuring speed, accuracy, and quality.

• Make informed judgment calls regarding prioritization, escalation, and customer communication.

• Provide proactive updates and follow-ups to guarantee complete resolution of issues.

• Communicate clearly, confidently, and empathetically, adapting to customer needs and technical comprehension.

• De-escalate frustrated customers with professionalism and a strong sense of ownership.

• Modify tone and detail of explanations based on customer sophistication (from SMB to enterprise use cases).

• Act as a dependable contact for more complex or high-priority issues.

• Consistently achieve or surpass core support KPIs, including CSAT, first response time, resolution time, and ticket quality.

• Maintain strong consistency in high-volume settings without compromising quality.

• Track personal performance trends and proactively adjust behaviors to enhance efficiency and results.

• Identify recurring customer issues and suggest scalable solutions proactively.

• Create, refine, and update knowledge base articles and internal documentation.

• Develop and maintain macros, templates, and workflows to enhance team efficiency.

• Collaborate effectively with Engineering, Product, and Customer Success teams on escalations and issue resolution.

• Document bugs, edge cases, and customer impacts to aid engineering investigations.

• Serve as a go-to resource for Support Specialist I colleagues on common issues or workflows.

• Offer informal mentorship, guidance, and best practices to junior team members.

⛳️ Requirements

• 2–4+ years of experience in a customer support role, preferably in SaaS or technology.

• Demonstrated ability to independently resolve moderately complex customer issues.

• Experience managing high-volume support queues across various channels (ticketing, chat, phone).

• Strong troubleshooting abilities, including diagnosing and resolving non-routine issues.

• Excellent written and verbal communication skills, with a strong sense of customer empathy.

• Capability to clearly explain technical concepts to both technical and non-technical users.

• Proven ability to prioritize effectively in fast-paced environments.

• Strong ownership mindset and accountability for results.

• Experience supporting B2B SaaS products in SMB or multi-location environments (preferred).

• Familiarity with support metrics such as CSAT, FRT, TTR, and FCR (preferred).

• Experience contributing to knowledge bases, documentation, or internal tooling enhancements (preferred).

🏝️ Benefits

• Flexible benefit plans for employees and their family members at no cost to employees.

• 401(k) matching.