Customer Support Specialist

Role overview

This remote Customer Support Specialist role serves as a frontline resource for customers using a consent-management platform across web and mobile environments. You will combine clear written communication with practical troubleshooting to help customers configure their setups, resolve issues, and operate effectively in a compliance-sensitive product area.

Responsibilities

- Respond to customer tickets with accurate explanations, practical troubleshooting steps, and clear follow-up. - Support common consent-management workflows, including banner configuration, geographic rules, vendor lists, integrations, and reporting questions. - Reproduce reported problems, collect relevant diagnostics, and escalate issues with structured technical context. - Create and improve help-center content and internal runbooks to reduce recurring support requests. - Partner with Customer Success on onboarding assistance, configuration guidance, and recommended practices. - Prioritize and manage multiple support cases while maintaining organized follow-through.

Requirements

- At least 2 years of experience in SaaS customer support or technical support; B2B experience is preferred. - Excellent written communication and a customer-focused, empathetic approach. - Comfort troubleshooting web and application fundamentals such as browsers, tags, scripts, cookies, and basic SDK behavior. - Strong organization, prioritization, and ownership across multiple active tickets. - Ability to document issues clearly and collaborate effectively with internal teams.

Nice to have

- Experience supporting privacy software, consent platforms, or other compliance-oriented SaaS products.

Benefits and work setup

- Full-time, remote-first position. - Salary range of $55,000–$85,000. - Medical, dental, and vision coverage, plus a 401(k) plan. - Generous paid time off, paid holidays, and a home-office stipend. - Learning and professional-development budget, modern work tools, and wellness support.