Customer Support Specialist

About The Role The role is the first point of contact for customers of a cloud-based B2B SaaS platform, owning the resolution of technical and account-related issues across email, chat, and phone. Every interaction directly shapes retention and renewals, making this one of the most impactful front-line positions on the team. Beyond ticket resolution, the specialist triages bugs, reproduces technical issues, and routes product feedback to engineering — acting as the customer's advocate inside the company and the company's voice to the customer. Key Responsibilities Resolve 40-60 daily customer inquiries across email, chat, and phone within SLA targetsTroubleshoot API errors, billing discrepancies, and platform configuration issues using internal admin tools and logsReproduce reported bugs, document detailed steps in Jira, and escalate to engineering with clear severity assessmentsOwn tickets end-to-end, communicating status proactively until resolution and closureMaintain and expand the knowledge base and macro library to improve deflection and first-response timesAnalyze ticket trends weekly and present recurring issue patterns to product and engineering stakeholdersMeet and report on CSAT, first-response time, and resolution-rate KPIs What We Are Looking For 1-3 years of customer support, technical support, or customer success experience, ideally in SaaS or technologyStrong written communication — able to explain technical concepts clearly to both developers and non-technical usersHands-on experience with a help desk platform (Zendesk, Intercom, or Freshdesk)Basic technical fluency: comfortable reading API docs, interpreting error logs, and using browser dev toolsFamiliarity with CRM and ticketing workflows, including tagging, prioritization, and escalation pathsBachelor's degree in a relevant field or equivalent practical experienceBonus: SQL basics, prior experience in a startup environment, familiarity with REST APIs and Postman, or a second language