Job Details

Role Overview

We're looking for a Customer Support Specialist who thrives on solving complex problems, managing high-stakes customer situations, and continuously learning new tools and workflows. You'll work closely with customers, product, and engineering to ensure an excellent customer experience — even in the most challenging scenarios.

This is a customer-facing technical support role where you'll act as a key bridge between customers and internal teams, helping prioritize issues, surface insights, and drive resolution.

What You'll Do

• Act as a primary point of contact for customers, handling questions, issues, and complex use cases with clarity and confidence.
• Serve as a customer-facing technical support specialist, troubleshooting issues and routing them to the appropriate internal teams when needed.
• Query admin dashboards, perform light technical tasks (e.g., basic automations), and use data to inform decision-making.
• Analyze operational and customer data to help prioritize engineering efforts.
• Manage sophisticated and senior-level customer escalations with professionalism, empathy, and strong judgment.
• Troubleshoot problems deeply, identify root causes, and drive solutions across teams.
• Demonstrate strong project management skills by tracking issues, coordinating stakeholders, and ensuring timely resolution.
• Quickly learn new products, features, and software tools — and help customers do the same.
• Create clear, high-quality help content such as how-to videos, walkthroughs, and support documentation.
• Identify patterns in customer feedback and proactively suggest improvements to product and support processes.

What We're Looking For

• A natural problem solver who enjoys digging into complex issues.
• Strong project management and organizational skills.
• Ability to learn new tools, software, and systems quickly.
• Experience handling senior-level or high-impact customer escalations.
• Excellent written and verbal communication skills.
• Comfort creating instructional content (how-to videos, guides, tutorials, FAQs).
• Calm, empathetic, and solution-oriented approach to customer interactions.

Nice to Have

• Experience supporting B2B or SaaS products.
• Familiarity with customer support tools, ticketing systems, or knowledge bases.
• Experience working cross-functionally with product and engineering teams.