Customer Support Specialist

Job Summary

Seeking a self-starter, the full-time Customer Support Specialist will manage complex support tickets, identify process improvements, and collaborate with cross-functional teams in a remote setting.

Key responsibilities:

• Own end-to-end resolution of complex support tickets, including technical troubleshooting and customer education
• Proactively identify gaps in support processes and lead improvements
• Collaborate with Product, Engineering, and Customer Success teams to address recurring issues and feature requests

Required qualifications:

• 5+ years of customer support experience, with at least 2 years in a SaaS or tech startup environment
• An analytical mindset with the ability to spot patterns and solve root causes
• Strong prioritization and time management skills, thriving in async, remote setups
• Familiarity with tools like Zendesk, Notion, Slack, and Hubspot is a strong plus
• Bonus: experience with data tools like Heap or Google Sheets