Customer Support Specialist
Skills
Software As A ServiceChatContinuous ImprovementCustomer ExperienceCustomer SuccessCustomer SupportMarketing
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2+ years in a customer support role at a SaaS or product-led company or experience in interior design and/or architecture
- Proven success handling high-volume live chat and email via Intercom
- Strong written communication with clarity warmth and precision
- Proactive self-motivated and comfortable in a fast-moving environment
- Confident using Intercom Notion Slack and help centre platforms
- Familiarity with the design and architecture industry
- Bonus exposure to support AI tools training or moderation
Nice to have
- Proactive
- Self-motivated
- Warm communicator
- Detail-oriented
- Fast-moving
Day to day
- Deliver fast personalised support via live chat and email, owning each conversation end to end
- Understand the product deeply so you can solve issues guide users and explain complex problems clearly and confidently
- Work closely with Product Design and Engineering to escalate bugs share feedback and improve support through AI help articles and self serve resources
Hiring process
- Every application is personally reviewed by a member of the team
- Only applicants whose experience and skills closely match the role will be contacted
- If you do not hear back within 3 weeks, the application will not be moving forward