Customer Support Specialist - Tier 1

About the role

The Customer Support Specialist, Tier 1, serves as part of the first line of support for our customers. In this role, you will deliver exceptional customer support through email, chat, and scheduled phone or video support interactions. In addition to supporting external customers, Support Specialists may also assist internal teams through support Slack channels, case follow-up, team collaboration, and the creation or maintenance of documentation and collateral related to product updates and internal processes.

Responsibilities

• Serve as a primary point of contact for incoming support requests via email, chat, and scheduled phone or video support
• Work in a fast-paced environment while meeting or exceeding customer support performance metrics and service expectations
• Use internal documentation, AI-assisted support tools, workflow automations, and knowledge resources to investigate issues and deliver accurate solutions efficiently
• Create and maintain written and/or video documentation and support resources
• Think creatively and proactively to solve customer issues and improve the support experience
• Share customer feedback and insights to support ongoing product and process improvements
• Collaborate cross-functionally with teams such as Sales, Product, and Customer Success to answer questions, provide feedback, and identify customer use-case solutions
• Continuously learn new technologies, workflows, and support best practices

Requirements

• 1–2 years of experience in Customer Support or Service, preferably in a SaaS environment
• Basic understanding of APIs, webhooks, and support platforms preferred
• Strong communication, problem-solving, and interpersonal skills
• Proactive and resourceful with a willingness to learn and grow
• Excellent time-management skills and adaptability to changing priorities
• Comfortable using modern software tools and AI-assisted technologies
• Flexibility to work holidays and late shifts as needed

Qualifications

• Experience with Salesforce, Zendesk, HubSpot, or similar platforms
• Knowledge of APIs, webhooks, or SSO concepts
• Experience with AI-assisted tools or workflow automations
• Basic HTML, CSS, JavaScript, PHP, or Java knowledge
• Knowledge base or documentation experience
• Experience with SaaS, CRM, or document management platforms

Skills

• Exceptional communication and problem-solving skills
• Natural curiosity and eagerness to learn
• Ability to research, troubleshoot, and leverage available resources to find solutions
• Adaptability and resourcefulness in a fast-paced environment
• Comfort with modern software tools and AI-assisted technologies

Benefits

• Flexible work schedule
• Hybrid work model based in our Denver office

Pay

$50,000 - $55,000 per year. Actual compensation may vary based on skills, experience, and location.

Schedule

Hybrid work model based in our Denver office