Customer Support Specialist

Role overview A fast-growing SaaS platform that powers websites for automotive dealerships is hiring a Customer Support Specialist to be the frontline technical contact for dealer customers. The role sits on a small, focused team and involves investigating issues across connected systems, communicating findings clearly, and turning customer feedback into structured input for product and engineering. It is a hybrid of customer service and light technical work, ideal for someone who enjoys both talking to users and digging into data flows.

Responsibilities - Respond to dealer support requests via email, phone, and Slack, and help manage a shared team queue. - Take ownership of cases from initial investigation through resolution, documenting steps, expectations, and outcomes. - Assist dealership customers with tasks such as adjusting webpage elements, updating data files, and troubleshooting integrations. - Use AI-assisted tools to investigate issues involving data flows, databases, APIs, and third-party integrations. - Translate customer feedback and reported issues into well-structured feature requests and defect reports for engineering. - Contribute to the maintenance and evolution of support documentation and internal resources.

Requirements - At least two years of experience in customer support, technical support, or a similar customer-facing role in a fast-paced SaaS or software startup environment. - Strong technical aptitude and the ability to investigate problems across multiple connected systems. - Customer-first problem-solving style balanced with sound technical judgment. - Highly organised, self-motivated, and detail-oriented with strong follow-through. - Familiarity with customer support platforms such as Pylon, Zendesk, or similar tools. - Positive attitude and willingness to learn and adapt.

Nice to have - Experience with analytics and marketing technologies such as GA4, tag managers, advertising pixels, and conversion tracking. - Ability to write or modify custom front-end scripts and styles using JavaScript, CSS, or similar web technologies. - Background working with automotive dealerships, vehicle inventory systems, or inventory feeds.

Benefits and work setup - Competitive compensation aligned with experience and scope; final details discussed during the interview process. - 100 percent employer coverage of health, dental, and vision insurance premiums for employees, with 50 percent coverage for dependents. - Remote within the US or in-person at the Oklahoma City headquarters. - Fixed schedule of 9:00 am to 5:00 pm Pacific time, Monday through Friday. - Fully distributed team accepting applications from all US states.