Lead and execute on front-line customer support across phone, email, live chat, and video conference calls — delivering timely, empathetic, and solution-oriented responses.
Guide customers through troubleshooting workflows to identify root causes and resolve technical issues.
Collaborate cross-functionally with Engineering and Customer Success to escalate complex issues, report bugs, and share customer insights.
Take ownership of chatbot and macro workflows, ensuring continuous updates that reflect new releases and enable scalable self-service.
Propose improvements and help establish best practices for support documentation, ticket handling, and internal knowledge sharing.
Update and maintain the knowledge base and troubleshooting documentation for both internal teams and customers.
Stay current on product updates and roadmap developments to provide accurate and proactive support.
Update Salesforce records with relevant partner insights and surface customer feedback to Product (e.g., logging feature requests and wishlist items).
Follow established procedures for technical support while continuously identifying opportunities to improve efficiency and customer satisfaction.

2–3+ years of experience in a customer-facing support role within a B2B technology company.
Strong skills in troubleshooting software issues and navigating various operating systems and applications.
Experience working with ticketing systems such as Zendesk, HelpScout, or similar platforms.
Proven experience delivering high-quality customer service with a strong customer-centric mindset.
Strong communication skills with the ability to clearly explain technical concepts to non-technical users.
A proactive, analytical mindset with the ability to problem-solve creatively when the obvious path doesn’t exist.
Ability to collaborate effectively across teams and manage competing priorities in a fast-paced environment.
Post-secondary education in Communications, Psychology, Sociology, Information Technology, or a related field (preferred).

Customer Support Specialist

Key skills