Support Specialist – SaaS

Role Overview

• Respond to customer inquiries primarily via live chat, with support via email and internal channels
• Maintain fast, accurate, and empathetic communication aligned with response-time expectations
• Triage customer issues and gather relevant context before escalation
• Clearly document issues and customer interactions for follow-up or escalation
• Manage multiple conversations simultaneously while maintaining quality and professionalism
• Partner with Technical Support and Customer Success to ensure smooth handoffs
• Contribute to a positive support culture focused on ownership, accountability, and teamwork

Requirements

• 0–2 years of experience in customer support or customer-facing roles (SaaS preferred)
• Strong written communication skills
• Ability to manage multiple conversations at once with accuracy and professionalism
• Strong attention to detail and follow-through
• Comfort learning new tools and workflows
• Reliable internet connection and dedicated, distraction-free workspace
• Ability to maintain consistent availability aligned with support coverage needs
• Willingness to participate in rotating weekend coverage

Benefits

• Competitive salary
• Health, dental, vision insurance
• Flexible PTO
• Remote-first culture
• Modern development tools and AI assistants
• Paid time off and paid holidays