Customer Support Specialist
Skills
Software As A ServiceAPACComputer-Aided DesignEngineeringEnglishHubspotPermissions
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 1-3 years’ experience in online customer support ideally for a B2B SaaS or similar software company
- Excellent written and spoken English with the ability to explain things clearly simply and warmly
- Calm patient and empathetic approach to helping customers
- Good attention to detail especially for billing account or technical questions
- Practical troubleshooting and problem-solving skills
- Confidence learning new software tools and understanding web-based products
- Some familiarity with basic technical concepts such as browsers cache cookies internet connection issues and permissions
- Ability to work independently in a remote team and manage time well
- Collaborative and conscientious attitude with willingness to share customer feedback
- Comfort with asynchronous communication and keeping written conversations clear concise and on track
Nice to have
- Curious about technology
- Remote-first mindset
- Customer-focused
- Detail-oriented
- Collaborative
Day to day
- Provide fast, clear and thoughtful customer support by email, with occasional phone or video calls when needed
- Troubleshoot account setup billing and technical issues carefully by asking follow-up questions reproducing problems and escalating bugs with clear notes
- Collaborate closely with support product and engineering teams to share feedback improve help content and help customers feel heard and valued
Hiring process
- Meet with Imogen (Talent/People Ops) video call
- Meet with Dana (Customer Support) video call
- Meet with Percy (cofounder) video call
- Reference checks
- Offer