Customer Success Specialist (Tier 1)

Responsibilities

• Handle incoming phone calls and support tickets across all channels
• Resolve basic product questions such as feature use, navigation, account settings, user management, and access issues
• Triage and route tickets to Tier 2 (process and configuration issues) or Tier 3 (technical and integration issues)
• Document interactions with clear, complete notes for downstream teams
• Meet target response and resolution times while maintaining high customer satisfaction
• Identify gaps and unclear documentation in the knowledge base and flag them for Tier 4 runbook updates
• Use sound judgment to route tickets appropriately

Requirements

• 1+ years in customer service, technical support, help desk, or similar customer-facing role
• Strong written and verbal communication skills
• Comfort following documented processes and using ticketing tools
• Ability to come up to speed quickly on new software and product concepts
• Self-starter with natural curiosity and motivation to find solutions
• Sound judgment to recognize ticket type and route appropriately

Bonus

• SaaS support experience
• Exposure to the automotive or service industry
• Familiarity with A.I. tools or comfort using A.I. assistants

Pay and Benefits

Full Time, Hourly: $24.00 - $26.44/hr
Pay rate to be determined based on factors including but not limited to geographic location, skills, education, and/or experience.
Benefits include Medical/Dental/Vision, Flexible Spending Account, 401K Match, and Unlimted PTO.