Customer Support Specialist

About The Role

The Customer Support Specialist role is the primary interface for users, resolving technical inquiries, billing questions, and product workflow bottlenecks with speed and precision. This position sits at the intersection of customer experience and product operations, ensuring that user friction is minimized while structural product feedback is systematically documented and escalated. Operating in a remote environment, the specialist will manage a queue of incoming support requests across multiple channels. The role demands deep product knowledge, high technical empathy, and the ability to diagnose complex customer scenarios in real-time.

Key Responsibilities

• Manage and resolve a high volume of customer inquiries via Zendesk, live chat, and scheduled Zoom calls, ensuring targets for SLA and CSAT are met.
• Troubleshoot technical issues by analyzing browser logs, verifying API payloads, and inspecting user account configurations.
• Document and reproduce suspected product bugs, creating detailed reports in Jira for the engineering and QA teams.
• Draft and update internal knowledge base articles and public-facing Help Center documentation to facilitate customer self-service.
• Collaborate with the Product Management team by synthesizing customer pain points into actionable feature requests.
• Monitor system health alerts and escalate critical platform outages or degradation to the on-call incident response team.

What We Are Looking For

• 1-3 years of experience in customer support or technical service at a SaaS or technology company.
• Proficiency with modern help-desk software such as Zendesk, Intercom, or Salesforce Service Cloud.
• Familiarity with basic web technologies, including HTML/CSS, APIs, and browser developer tools for debugging.
• Demonstrated ability to communicate complex technical concepts in simple, accessible language to non-technical users.
• Excellent time-management and prioritization skills in a fast-paced, high-volume ticketing environment.
• Bonus: Experience writing SQL queries or working with product analytics platforms like Amplitude or Mixpanel.