Consumer Support Specialist

Job Summary

To support a growing user operations team, the full-time remote Consumer Support Specialist will manage high volumes of user inquiries across multiple channels, troubleshoot product issues, and leverage customer feedback to improve user experience and operational workflows.

Key responsibilities

• Handle user inquiries across email, chat, Slack, and community with speed and empathy
• Investigate product issues, provide solutions, and document findings for Engineering
• Write and maintain user-facing documentation and internal SOPs to enhance support efficiency

Required qualifications

• 3+ years in customer support, user operations, or technical support, preferably in a SaaS or tech environment
• Proven ability to manage high ticket volumes while maintaining quality and empathy
• Technical aptitude for troubleshooting product issues and navigating technical questions independently
• Hands-on experience with AI tools and automation platforms to improve operations
• Experience creating user-facing documentation and optimizing multi-channel support operations