Customer Support Specialist
Skills
Software As A ServiceAirline TicketingCustomer ExperienceHealthcareIT EscalationScratchService-Level Agreements
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3–5 years of B2B customer support experience ideally in SaaS
- Experience owning a complex or high-volume queue independently
- Clear warm written communication and strong de-escalation skills
- Strong attention to detail across multiple support channels
- Comfort with ambiguity and manual processes in an early-stage environment
- Experience with ticketing systems such as Pylon or similar
- Legal services healthcare or document workflow background a plus
Nice to have
- Warm communication
- Detail oriented
- Independent owner
- Calm under pressure
- Process builder
Day to day
- Manage a daily queue of customer comments tasks and emails across email portal and phone while protecting SLAs
- Triage and resolve inbound tickets quickly including record status document delivery billing and how-to questions
- Escalate technical issues accurately keep customers updated and maintain clean notes and account records
- Surface recurring feedback and complaint themes to support continuous process improvement