Senior Support Specialist
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Job Summary
As the go-to expert for complex customer issues, the full-time Senior Support Specialist will manage escalations, lead cross-functional projects, and mentor team members while working remotely to enhance customer success and operational efficiency.
Key responsibilities
- Own complex escalated issues from start to finish and collaborate with cross-functional teams to resolve them
- Drive Jira escalations with Engineering and Product, ensuring proper categorization and validation of bugs
- Mentor and coach team members, leading day-to-day activities and contributing to the development of technical documentation
Required qualifications
- 6+ years in a customer-facing support role, with at least 2 years at a senior or lead level
- Previous experience in a B2B SaaS environment
- Hands-on experience with ticketing and issue-tracking systems such as Zendesk and JIRA
- Proven track record of leading projects or process improvements with cross-functional teams
- Fluent in English, with the ability to communicate effectively with senior stakeholders
Complete Job Description
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