Support Specialist, Tier 1

This is a fully remote position, open to applicants in United States, +2 more countries.

📋 Description

• Address a high volume of tickets related to account access, billing inquiries, and plan-related questions for Free, Standard, Pro, and Max users.

• Utilize macros, playbooks, and AI-driven suggestions to efficiently and accurately resolve tickets.

• Identify tickets that require product expertise or creative troubleshooting and escalate them to Tier 2 Support or Enterprise.

• Highlight recurring inquiries that have not yet been captured by a macro.

• Adhere strictly to support playbooks while also recognizing when tickets may deviate from these guidelines.

• Detect frequently asked questions that could be developed into macros.

⛳️ Requirements

• Willing to consider candidates located in the US.

• 0–2 years of experience in any customer-facing or process-oriented position, preferably in SaaS, though not mandatory.

• Strong and precise written communication skills, particularly for task-oriented, checklist-style work.

• Ability to handle repetitive, high-volume tasks while maintaining accuracy.

• Previous experience with Zendesk, Notion, or Slack is advantageous but not essential.

• A genuine curiosity to explore the product or help documentation prior to engaging.

• Candidates must reside in the US, Hawaii, New Zealand, or Australia, as specified in the application form.

• Must have authorization to work in the US if applying from there, as indicated in the application form.

🏝️ Benefits

• Competitive salary range of $65K–$80K.

• An equal opportunity workplace dedicated to fostering diversity, equity, and inclusion.