Customer Support Specialist

About The Role

The Customer Support Specialist role is the primary touchpoint for users navigating our platform, tasked with resolving complex technical inquiries and product usability issues. This position operates at the intersection of customer success and product engineering, translating user difficulties into actionable technical feedback while ensuring a seamless user experience. The role requires navigating a fast-paced environment where managing ticket volume and maintaining high customer satisfaction are critical. The ideal candidate will quickly master the internal system architecture to diagnose API errors, account integration bugs, and billing discrepancies, ultimately protecting customer retention.

Key Responsibilities

• Manage and resolve a high volume of customer inquiries via Zendesk, live chat, and email with efficiency and accuracy.
• Perform initial technical troubleshooting of software issues, replicating user bugs and documenting diagnostic steps in Jira for the engineering team.
• Guide customers through complex configuration processes, including API integrations, webhook setups, and account migrations.
• Collaborate with product and documentation teams to create, update, and maintain public-facing help center articles and internal runbooks.
• Track key support metrics including first response time (FRT), customer satisfaction (CSAT), and resolution rate to meet team SLAs.
• Identify patterns in customer inquiries to advocate for product enhancements and friction reduction directly to product managers.

What We Are Looking For

• 1-3 years of experience in a customer-facing technical support or customer service role, preferably in a SaaS or high-growth tech environment.
• Proficiency with modern help-desk software such as Zendesk, Intercom, or Salesforce Service Cloud.
• Familiarity with basic web technologies including browser developer tools, APIs, and SQL queries.
• Outstanding written and verbal communication skills, with the ability to explain complex technical concepts in simple terms.
• Demonstrated ability to remain calm, professional, and empathetic under high ticket volumes and during critical platform incidents.
• Bonus: Experience using Jira or Linear for bug tracking, or familiarity with basic HTML/CSS/JavaScript.