Handle inbound support inquiries via phone, email, and chat ranging from "how-to" questions to debugging
Triage requests, prioritize critical support issues, and relay information safely to the proper team
Maintain speedy response times and high customer ratings while focusing on process improvement
Develop customer relationships by providing functional and technical support
Maintain and contribute to the knowledge base
Ensure standard methodologies are used for assessing issues and providing effective solutions
Collaborate with various teams to communicate root causes affecting customer success and drive product enhancements
Aspire to exceed company goals, including customer retention and satisfaction

At least 2 years of support experience (not a strict requirement)
Ability to troubleshoot software-specific problems and resourcefulness in obtaining information from users
Strong problem-solving skills, quick thinking, and use of independent judgment when making decisions that impact customers
Excellent teammate with a consistent record of excelling in fast-growing environments
Ability to multitask and quickly assess and prioritize the most urgent issues
Ability to clearly and concisely articulate technical matters to all customers
Growth mindset and champion new initiatives
Strong organizational skills with the ability to manage time and resources effectively
Excellent communication skills, both verbal and written
Familiarity with Zendesk or equivalent (preferred)
Experience in technical support at a SaaS company (preferred)
Experience supporting digital payments (preferred)

Health, dental, and vision Insurance (including a $0 option)
401(k) with matching, and no waiting period
Equity
Wellness reimbursement of $300/year
Life insurance
Parental leave
Flexible vacation
12 company-paid holidays
No work on your birthday
An award-winning culture
Competitive pay. We aim to meet or lead the market and use Carta Total Compensation to benchmark our roles. Starting salary for this position will be shared during the first screening call.

Support Specialist

Key skills