Senior Customer Support Specialist
Skills
Software As A ServiceTrainingCustomer SuccessEngineeringKnowledge BaseProduct EngineeringSales
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5+ years in customer or technical support within a B2B SaaS environment
- Strong written and verbal communication skills
- Strong troubleshooting skills and creative problem solving
- Curious coachable and driven to exceed goals
- Startup ready adaptable fast moving and hands on
- Experience with customer support tools such as Zendesk Intercom Jira Linear or similar
- Genuine interest in AI and the future of work
- Must live in Austin to be considered
Nice to have
- Independent
- High judgment
- Proactive
- Remote communicator
- AI curious
- Hands-on
- Adaptable
Day to day
- Own front line customer support across chat email and video and resolve issues end to end with minimal hand holding
- Diagnose and troubleshoot complex technical issues and escalate to Product Engineering only when genuinely needed
- Identify patterns in customer issues and turn them into process improvements knowledge base content and actionable insights for the wider team
- Act as the connective tissue between Support Sales Product and Customer Success ensuring nothing falls through the cracks
- Help shape how support scales by contributing to tooling decisions workflow design and team playbooks
Hiring process
- Submit your CV
- Initial call with hiring team
- Customer case study with a panel
- Meet more of the team