Customer Support Specialist

Job Summary

As a remote Customer Support Specialist, the successful candidate will manage customer interactions through live chat and email, ensuring they achieve their business outcomes while troubleshooting technical issues related to the platform and e-commerce integrations.

Key responsibilities

• Respond to customer inquiries, guiding them from first contact through resolution with effective communication
• Investigate and troubleshoot technical issues across various platforms and provide solutions or escalate as necessary
• Coach customers on best practices and workflows to maximize their use of the platform, particularly during urgent situations

Required qualifications

• 2+ years of experience in customer support, technical support, or a client-facing technical role, preferably in SaaS or e-commerce
• Comfort with data, including the ability to read API responses and familiarity with SQL or ad-platform integrations
• Strong investigative mindset with a focus on understanding customer outcomes and solving their challenges
• Exceptional written and verbal communication skills, capable of tailoring explanations to different audiences
• Experience with support and ticketing platforms such as Intercom or HubSpot is a plus