Own the front line of customer support across chat, email and video
resolving issues end-to-end with minimal hand-holding
Diagnose and troubleshoot complex technical issues, escalating to Product Engineering only when genuinely needed
Identify patterns in customer issues and turn them into process improvements, knowledge base content, and actionable insights for the wider team
Act as the connective tissue between Support, Sales, Product and Customer Success
ensuring nothing falls through the cracks
Help shape how we scale support as we grow, contributing to tooling decisions, workflow design and team playbooks

5+ years in customer or technical support, within a B2B SaaS environment
Strong written and verbal communication skills
Strong troubleshooting skills
Curious, coachable, and driven to exceed goals
Startup-ready: adaptable, fast-moving, and hands-on
Experience with customer support tools such as Zendesk, Intercom, Jira, Linear, others
A genuine opinion and interest in AI and the future of work

Senior Customer Support Specialist

Key skills