Customer Support Specialist

Job Summary

Owning frontline support in a full-time remote capacity, the Customer Support Representative will troubleshoot customer issues, provide product expertise, and advocate for customer needs while ensuring a positive experience.

Key responsibilities

• Own a queue of customer tickets, resolving issues through phone/video calls and clear written communication
• Become fluent in the product suite and provide insights to improve customer experience
• Monitor critical issues during assigned weekends and enhance AI tooling through evaluation and feedback

Required qualifications

• 1+ years of professional experience in SaaS support, customer success, or a similar customer-facing role
• Experience with tools such as Zendesk, Intercom, Slack, Jira, or Salesforce is a plus
• Familiarity with the events industry or higher education is beneficial but not required
• Strong organizational skills and the ability to manage tasks across multiple systems
• Ability to collaborate effectively with a remote team across different time zones