Customer Support Specialist

About The Role

The role is the first point of contact for customers experiencing issues with a cloud-based SaaS platform, resolving technical problems across email, chat, and phone while maintaining high satisfaction scores. Support specialists sit at the intersection of customers and engineering, turning ambiguous reports into clear diagnoses, documented workarounds, and escalated bugs.

This work directly shapes retention and product quality.

Key Responsibilities

Resolve 40-60 customer tickets daily across email, chat, and phone within established SLA windows Troubleshoot account configuration, API errors, and integration issues using internal admin tools, log viewers, and query builders Reproduce bugs, capture detailed documentation (steps, screenshots, HAR files, session IDs), and escalate with full context to engineering Write and maintain help-center articles, macros, and internal knowledge-base documentation Track recurring issues and ticket trends, sharing weekly summaries with product and engineering teams Guide customers through new features and releases, gathering structured feedback for the product team Meet and consistently exceed CSAT, first-response time, and resolution-rate targets What We Are Looking For 1-3 years of customer support experience, ideally in SaaS, hosting, fintech, or another technical product Strong written communication — able to explain technical concepts clearly to non-technical customers Hands-on experience with help-desk platforms (Zendesk, Intercom, or similar) Basic technical fluency: comfortable reading API error messages, browser dev tools, and JSON payloads Highly organized and calm under high ticket volume with shifting priorities Bachelor's degree or equivalent practical experience Bonus: SQL basics, CRM experience (Salesforce), prior SaaS support at scale, or familiarity with REST APIs and Postman