Senior Support Specialist

About the role

As a Senior Support Specialist at Rylo, you will be the first point of contact for users, ensuring exceptional support and accessibility for the Deaf and hard-of-hearing community. With a focus on unreasonable hospitality, you’ll communicate with empathy, prioritize user needs, and go above and beyond to deliver a seamless, positive experience, consistently exceeding expectations.

Responsibilities

• Respond to customer inquiries via Intercom, chat, email, and other support channels with professionalism, warmth, and care.
• Troubleshoot and resolve technical issues while ensuring users feel seen, valued, and supported.
• Educate users on how to best utilize Rylo’s services, empowering them to communicate seamlessly.
• Track and document customer interactions to identify common challenges and areas for improvement.
• Work closely with the Product and Engineering teams to relay user feedback and contribute to product enhancements.

Requirements

• 3+ years of proven experience in customer support, preferably in telecommunications.
• Fluency in English both written and spoken.
• Strong written communication skills, with an ability to explain technical concepts clearly and concisely.
• Proficiency in support and project management tools such as Intercom, Mixpanel, Linear, Monday.com, Asana - a must.
• A problem-solving mindset with the ability to multi-task.
• Strong technical orientation with the ability to understand complex technical concepts.
• Availability to work a fixed support shift from 12:00 PM to 9:00 PM US Eastern Time (ET).

Qualifications

Experience working with the Deaf and Hard of Hearing community and experience in building automation flows are a bonus but not required.

Benefits

• Work on a fulfilling, life-changing product (literally)
• Join as a key player at an early stage and receive generous options
• Unlimited time off and sick days
• Annual company get-together
• Medical, Dental, and Vision plans with FSA, HSA, and Telehealth benefits
• 401(k) plan with company match

Pay

Compensation: $65,000–$85,000 per year, depending on experience and qualifications.

Schedule

Availability to work a fixed support shift from 12:00 PM to 9:00 PM US Eastern Time (ET) is required.