Customer Support Specialist

Role overview A tier-one Customer Support Specialist role for a SaaS company serving the landscaping, arborist, and broader green-industry market. The position is remote across the US and Canada and focuses on resolving incoming customer questions, troubleshooting product issues, and contributing to the team's knowledge base while partnering cross-functionally with engineering and product.

Responsibilities - Field tier-one customer inquiries through phone, email, chat, and a ticketing system across multiple products and services. - Troubleshoot customer issues directly and implement attainable solutions in a timely manner. - Evaluate and escalate bugs discovered inside the product to the development team. - Provide feedback that improves support processes and adds long-term value for customers. - Contribute to knowledge bases, including FAQs, Help Center articles, training material, and internal documentation. - Empathize with customers by taking ownership and reassuring them that their issues will be resolved thoroughly and thoughtfully. - Work cross-functionally with other teams to resolve issues and share customer insights.

Requirements - Bachelor's degree or equivalent practical experience. - Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product. - Skilled at providing professional, responsive technical support to business stakeholders in a B2B context. - Previous experience in a high-volume support or customer service role. - Analytical mindset with strong research, problem-solving, and multitasking skills across competing tickets. - Clear and concise written and verbal communication. - A growth mindset, a natural curiosity for solving puzzles, and a genuine desire to serve others.

Nice to have - Previous experience at a SaaS startup. - Familiarity with ticketing platforms such as Intercom. - Industry knowledge of green-industry field management, including landscaping or tree care.

Benefits and work setup - Remote position with optional offices in Atlanta, GA and the Greater Toronto Area; open to candidates across the US and Canada. - Compensation range of USD 55,000 – 60,000 for US-based candidates and CAD 65,000 – 70,000 for Canada-based candidates. - US benefits include medical, dental, and vision coverage, HSA and FSA options, disability and life insurance, and 401(k) matching. - Canada benefits include an employer-funded HSA-based plan covering drug, dental, and mental health, plus RRSP matching. - Unlimited paid time off, paid company holidays, and a company-wide winter break from December 24 to January 1. - Career development support, including funding for tools, courses, and tailored growth conversations.