Customer Support Specialist

What it's like to be a Customer Support Specialist at Centage

As a Customer Support Specialist, you will be on the front line of the customer experience. You will help customers resolve product, technical, and data-related issues while building trust in Centage with every interaction. This is not a script-reading support role. You will investigate issues, ask good questions, validate data, explain concepts clearly, and work across teams to drive resolution.

The right person for this role is process-driven, technically capable, customer-minded, and comfortable working in a fast-moving SaaS environment.

What You'll Do

• Respond to customer requests through Zendesk and email with professionalism, urgency, and clarity
• Troubleshoot product, user, and data-related issues, including login problems, system behavior, reporting questions, and data inconsistencies
• Review customer data and help validate actuals, budgets, and related outputs inside Centage
• Translate technical and finance-related concepts into clear, usable guidance for customers
• Reproduce issues, document findings, and escalate complex problems with complete and useful internal notes
• Partner closely with Customer Success, Product, Engineering, and Integration teams to drive issues to resolution
• Identify recurring issues and help improve internal processes, documentation, and support workflows
• Contribute to the Help Center through written articles, process updates, and short instructional content
• Manage a high volume of requests while maintaining quality, ownership, and follow-through

Why you might like this role

• You like solving real problems
• You are comfortable balancing customer service with technical troubleshooting
• You want a role where you can build product expertise and become a trusted resource
• You enjoy finding patterns, improving processes, and making things work better

Requirements

• Must-Have: Experience in technical support and or implementation support, or a similar customer-facing SaaS technical role
• Strong written and verbal communication skills
• Ability to troubleshoot systematically and think critically under pressure
• Comfort working with software, systems, data, and technical workflows
• Strong attention to detail and ability to manage multiple open issues at once
• Process-oriented mindset with strong organization and follow-through
• Strong working knowledge of Excel and experience reviewing or validating data
• Ability to simplify complex information for non-technical users
• Self-motivated and able to work effectively as part of a team
• Able to work on-site in San Antonio, Texas

Qualifications

• Experience with Zendesk or a similar ticketing platform
• Experience supporting B2B SaaS products
• Experience with Salesforce, Jira, or similar business systems
• Exposure to SQL, Python, APIs, reporting tools, or technical data analysis
• Experience creating help documentation, training content, or customer-facing walkthroughs
• Familiarity with budgeting, accounting, financial systems, or FP&A workflows

Benefits

• $1,000 education budget
• Company-paid health, dental, and vision insurance
• Medical and dependent care flexible spending accounts
• Company Short Term Disability coverage
• Company-paid Life and AD&D coverage with the option to purchase additional coverage
• Open PTO policy + 9 paid public holidays each year
• 401(k) matching plan
• Opportunity to work with innovative and progressive technology
• Start-up environment with a proven playbook
• Compensation base salary range: $60,000 to $65,000