Support Specialist

About the role

Zite is a company focused on building software products that reach millions of users. Zite has two main products: Fillout, a no-code builder for forms, scheduling, and workflows, and Zite, which is the fastest-growing product the company has ever worked on.

Responsibilities

• Lead and level up the support team, aiming for the top 1% of SaaS support experiences.
• Own and improve core metrics like CSAT, response time, backlog, and handle time.
• Build processes that deliver speed, consistency, and quality.
• Shape the product by capturing and sharing customer feedback systematically.
• Partner with product, engineering, and GTM teams to resolve complex challenges, influence priorities, and design scalable processes.
• Pioneer automation and intelligent routing approaches that improve efficiency without losing the human touch.
• Build the foundation: Create and maintain training, playbooks, response templates, and knowledge systems that help the team scale effectively.

Requirements

• 5+ years of experience building frontend-heavy applications.
• 6+ years in technical customer support or success, ideally in SaaS products.
• 3+ years leading high-performing support teams.
• A balance of strategic vision and willingness to get hands-on.
• Strong operational chops, AKA building data-driven workflows, using metrics to guide decisions, and planning capacity with precision.
• Excitement about the role of AI in shaping the future of support (bonus for experience with Intercom FinAI).
• Adaptability to thrive in fast-paced, evolving environments.

Qualifications

• Expertise in frontend development, especially with React, Next.js, TypeScript, and Tailwind.
• A strong grasp of performance, component architecture, and building interfaces that feel fast and intuitive.
• Care about the details and enjoy bringing great designs to life.

Skills

• Experience with AI and automation in support.
• Strong communication and interpersonal skills.
• Ability to mentor and develop a high-performing team.

Benefits

• Top-of-the-line medical, dental, and vision insurance.

Pay

Competitive salary based on experience and qualifications.

Schedule

Full-time, remote position.