Customer Support Associate

We need to output HTML fragment with sections: About the role? The posting includes description paragraphs before "What You'll Be Doing". We need to use

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections with real content. We have content: description (intro) could be "About the role". Then responsibilities: "What You'll Be Doing". Then requirements: "What You Bring". Also "Nice to Have" could be under Requirements or Skills? Could be "Qualifications" maybe. But we have "Requirements" heading includes required and nice-to-have? The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to decide which sections to include based on content. We have: - About the role: intro paragraph(s) before "What You'll Be Doing". That's substantive. - Responsibilities: list under "What You'll Be Doing". We'll put as

• . - Requirements: list under "What You Bring". Also "Nice to Have" could be under Requirements or maybe Skills. Could treat "Nice to Have" as part of Requirements (maybe as a sublist). But we need to avoid filler. We'll include both required and nice-to-have under Requirements, maybe separate
  with headings? But we cannot add extra headings besides the allowed ones. Could embed nice-to-have as part of same list, maybe preceded by a sentence. That's okay. - Benefits: we have list of benefits. - Pay: we have compensation range. - Schedule: not mentioned (remote/hybrid role open to candidates based in Eastern or Central time zones). That's schedule info? It mentions remote/hybrid role, location constraints. Could be considered Schedule? The instruction: include Schedule section only if posting actually states them. It does mention remote/hybrid role, location constraints. That's more about location/work arrangement, not schedule. Might not qualify as schedule. Safer to omit Schedule. - Qualifications: maybe we could put "Requirements" as qualifications. But we already have Requirements. Could also have Skills: maybe we could extract technical skills from nice-to-have. But we already have Requirements covering skills. Might be redundant. The instruction: prefer a few substantive sections over many thin ones. So we can have About the role, Responsibilities, Requirements, Benefits, Pay. That's five sections. We must not repeat job title as heading. No Job ID etc. We must remove boilerplate: cookie/navigation/legal/EEO etc. Not present. We must preserve all substantive information. Ensure we include all details from the posting: intro paragraphs, responsibilities list, requirements list (including nice-to-have), benefits list, pay range. We need to format as HTML fragment: use

  for each section heading, then content:

  for prose,

  • for lists. We must not add extra tags like unless needed? It's okay but not required. Just output the fragment. Let's extract content. Intro: "As a Customer Support Associate at PERSUIT, you'll play an important role in delivering a high-quality support experience to our customers.Following PERSUIT's combination with Apperio, our support operations are coming together, creating a broader and more technical range of customer needs. We're looking for someone who enjoys solving problems, digging into the details, and helping users confidently navigate our platform.This role blends hands-on technical execution with customer empathy and care. You'll help manage incoming support requests, troubleshoot issues, coordinate escalations, and work directly with users through resolution, while keeping them informed along the way.You'll also have opportunities to look beyond individual tickets by identifying recurring issues, improving support processes and documentation, and exploring how data, automation, and AI can help us deliver an even better customer experience.If you're technically curious, energized by solving problems, and enjoy helping customers succeed, we'd love to meet you!" We can keep as a single paragraph. Responsibilities: bullet list from "What You'll Be Doing". Let's extract each bullet: - Managing and resolving customer support requests, providing thoughtful, timely, and high-quality support. - Working directly with users through resolution, managing expectations with empathy and clear communication. - Troubleshooting customer issues and determining when additional technical support or escalation is needed. - Partnering with Engineering to track escalations and bugs through to resolution while keeping users and internal stakeholders informed. - Supporting the broader Customer Experience team with technical and configuration-related tasks, including platform configuration during onboarding and ongoing data quality checks. - Building deep knowledge of the PERSUIT platform to effectively troubleshoot issues and provide guidance to users. - Partnering cross-functionally with Customer Experience, Product, and Engineering to resolve issues and improve the overall customer experience. - Identifying trends across support tickets to uncover recurring customer challenges and potential product improvements. - Identifying opportunities to improve and automate support processes, including exploring how AI can help increase efficiency. - Sharing customer feedback and recurring issues with Product to help inform improvements to the platform. - Creating and maintaining support documentation and guides to encourage effective self-service and help customers get the most out of PERSUIT. We'll put each as
  • . Requirements: "What Makes Someone Successful" and "What You Bring". Also "Nice to Have". We need to capture all. First, "What Makes Someone Successful" paragraph: "You're comfortable balancing a reactive workload while staying organized and focused on what matters most. You enjoy getting into the details of a problem and aren't intimidated by technical troubleshooting or platform configuration.You're execution-oriented, but you also understand that great support is about the person on the other side of the ticket. You communicate clearly and empathetically, collaborate well across teams, and take ownership of seeing issues through to resolution.You're also naturally curious and look for opportunities to make things better — whether that means improving a process, identifying a recurring product issue, creating better documentation, or finding a smarter way to work." Then "Requirements What You Bring" list: - 3+ years of experience in a SaaS support role, ideally within a B2B environment. - Experience managing a customer support ticket queue and balancing multiple priorities. - Strong technical curiosity and comfort troubleshooting customer and platform issues. - Excellent written and verbal communication skills, with the ability to communicate clearly and empathetically with customers. - Strong judgment and the ability to make thoughtful decisions when prioritizing and escalating issues. - Ability to manage competing, time-sensitive demands and work independently. - A collaborative mindset and comfort working cross-functionally with teams such as Engineering, Product, and Customer Experience. - An ownership mentality and a desire to see problems through from initial question to resolution. Then "Nice to Have": - Experience working with an outsourced customer support team. - Experience with Zendesk, Jira, Slack, or similar tools. - Exposure to legal tech, fintech, eBilling, or another B2B SaaS environment. - Familiarity with BI tools, SQL, APIs, integrations, or similar technical concepts. - An interest in AI, data, automation, and operational efficiency. Location: "This is a remote/hybrid role open to candidates based in the Eastern or Central time zones in the United States.Candidates must have current, valid work authorization in the country where the role is based. Unfortunately, we are not able to provide sponsorship for visas or work permits at this time." We could include location under Requirements maybe as a note, but we have no specific section for location. Could add a

    after Requirements list. That's okay. Benefits list: - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Paid Time Off (Vacation, Sick & Public Holidays) - Family Leave (Maternity, Paternity) - Training & Development - Wellness Resources Pay: "The base salary range for this role is $65,000-$75,000, depending on experience, skills, and qualifications." We'll put as

    . Now produce HTML. Structure:

    About the role

    ...

    Responsibilities

    • ...
    ...

    Requirements

    What Makes Someone Successful: ...

    maybe we can combine into a paragraph then list. But we need to preserve all substantive info. Could put the success paragraph as

    then list required and nice-to-have as

    . Could also separate required and nice-to-have with headings but not allowed. We'll just list all items in one list, maybe with a note. Better:

    What Makes Someone Successful: ...

    then
    for required and nice-to-have. But we need to differentiate required vs nice-to-have? Not required but we can include both. We'll include required list then a note "Nice to have:" then list. But we cannot add extra headings; we can add a

    saying "Nice to have:" then list. Let's do:

    Requirements

    What Makes Someone Successful: You're comfortable balancing a reactive workload while staying organized and focused on what matters most. You enjoy getting into the details of a problem and aren't intimidated by technical troubleshooting or platform configuration. You're execution-oriented, but you also understand that great support is about the person on the other side of the ticket. You communicate clearly and empathetically, collaborate well across teams, and take ownership of seeing issues through to resolution. You're also naturally curious and look for opportunities to make things better — whether that means improving a process, identifying a recurring product issue, creating better documentation, or finding a smarter way to work.

    Required:

    • 3+ years of experience in a SaaS support role, ideally within a B2B environment.
    • Experience managing a customer support ticket queue and balancing multiple priorities.
    • Strong technical curiosity and comfort troubleshooting customer and platform issues.
    • Excellent written and verbal communication skills, with the ability to communicate clearly and empathetically with customers.
    • Strong judgment and the ability to make thoughtful decisions when prioritizing and escalating issues.
    • Ability to manage competing, time-sensitive demands and work independently.
    • A collaborative mindset and comfort working cross-functionally with teams such as Engineering, Product, and Customer Experience.
    • An ownership mentality and a desire to see problems through from initial question to resolution.

    Nice to have:

    • Experience working with an outsourced customer support team.
    • Experience with Zendesk, Jira, Slack, or similar tools.
    • Exposure to legal tech, fintech, eBilling, or another B2B SaaS environment.
    • Familiarity with BI tools, SQL, APIs, integrations, or similar technical concepts.
    • An interest in AI, data, automation, and operational efficiency.

    Location: This is a remote/hybrid role open to candidates based in the Eastern or Central time zones in the United States. Candidates must have current, valid work authorization in the country where the role is based. Unfortunately, we are not able to provide sponsorship for visas or work permits at this time.

    Then Benefits:

    Benefits

    • Health Care Plan (Medical, Dental & Vision)
    • Retirement Plan (401k, IRA)
    • Paid Time Off (Vacation, Sick & Public Holidays)
    • Family Leave (Maternity, Paternity)
    • Training & Development
    • Wellness Resources
    Pay:

    Pay

    The base salary range for this role is $65,000-$75,000, depending on experience, skills, and qualifications.

    We should not include Schedule