Enterprise Support Specialist

Job Summary

Managing support tickets for Enterprise partners, the full-time remote Enterprise Support Specialist will troubleshoot customer issues, ensure high-quality support interactions, and collaborate with internal teams to enhance merchant success.

Key responsibilities

• Manage inbound support tickets across various channels including chat, email, phone, and SMS
• Troubleshoot and resolve customer issues end to end, ensuring clear communication and follow-up
• Identify recurring issues and suggest improvements to workflows or documentation

Required qualifications

• 3+ years of experience in Customer Support or Operations within a SaaS or online platform environment
• Experience with ticketing platforms such as Intercom or Zendesk
• Ability to manage multiple priorities in a fast-paced, queue-based environment
• Demonstrated professionalism and empathy in handling escalations or frustrated customers
• Strong attention to detail and ability to maintain clear and accurate case documentation