Customer Support Specialist

About The Role

The Customer Support Specialist role acts as the primary interface for users navigating technical platform challenges. This position is responsible for diagnosing, troubleshooting, and resolving inbound user inquiries while maintaining a high standard of communication and empathy. Operating in a fast-paced environment, this role collaborates closely with product, engineering, and customer success teams to escalate persistent platform bugs, document novel edge cases, and advocate for user experience improvements across the product lifecycle.

Key Responsibilities

• Manage and resolve a high volume of inbound support requests via Zendesk, Intercom, and live chat within established SLA and CSAT targets
• Investigate, reproduce, and document complex technical issues using browser developer tools, SQL queries, and internal admin panels
• Escalate confirmed software bugs to engineering and product teams via Jira, providing detailed steps to reproduce and system logs
• Draft and continuously update internal knowledge base documentation and customer-facing Help Center articles
• Analyze weekly ticket trends to identify common customer pain points and report actionable feedback to the product management team
• Partner with the Customer Success team to proactively flag high-value account issues and coordinate post-incident follow-ups

What We Are Looking For

• 1-3 years of experience in a customer support or technical support role, ideally within a SaaS or fast-growing technology environment
• Proficiency with modern help-desk software such as Zendesk, Intercom, or Salesforce Service Cloud
• Basic technical literacy with the ability to read API responses, query databases using SQL, and use browser inspection tools
• Strong written and verbal communication skills with a demonstrated ability to translate technical concepts into simple, user-friendly language
• Proven organizational skills with the ability to prioritize and multitask under pressure during peak ticket volume
• Bonus: Experience writing technical documentation, familiarity with HTML/CSS, or prior remote-work experience in a distributed team