Customer Support Specialist

Role overview Help software customers resolve questions and technical problems through phone, email, and chat. You will guide customers through product workflows, investigate issues from first report to resolution or escalation, and contribute observations that improve support resources and the customer experience.

Responsibilities - Respond to customer inquiries with timely, professional, and empathetic support across phone, email, and chat. - Ask diagnostic questions, reproduce and troubleshoot software issues, and explain practical next steps in plain language. - Own cases through resolution or a well-managed escalation, keeping customers informed and documenting actions and commitments. - Manage multiple cases in a busy, phone-centered environment while meeting quality, response, and productivity expectations. - Share clear reproduction steps and context when escalating complex problems to Product, Technology, or teammates. - Identify recurring questions and product friction; contribute to improved knowledge resources and workflows, and apply coaching and product training.

Requirements - At least one year of direct customer support experience at a software or SaaS company, helping external customers use or troubleshoot a product; one to two years or more is preferred. - Experience supporting customers by phone, with the ability to assist through email and chat. - Strong troubleshooting skills, including clarifying questions, issue isolation, product navigation, and appropriate escalation. - Clear written and verbal communication, empathy, active listening, and composure in challenging conversations. - Good judgment, attention to detail, follow-through, and the ability to manage multiple applications and cases with accurate documentation. - Availability for an assigned 9 a.m.–6 p.m. ET or 10 a.m.–7 p.m. ET shift; familiarity with HubSpot, Zendesk, or similar ticketing systems and Microsoft 365 is preferred.

Benefits and work setup - Fully remote, with reliable high-speed internet and a suitable work environment for customer and team communication. - Occasional travel may be required, including attendance at an annual in-person event.