Customer Support Specialist I

Role overview

A SaaS company serving communications professionals is hiring a Customer Support Specialist to run daily delivery of its Media Intelligence Digest service. The role is operational and time-sensitive, focused on producing accurate, on-schedule intelligence reports for a portfolio of client accounts. It blends quality assurance, cross-team coordination, and continuous improvement in a fully remote, distributed environment.

Responsibilities

- Own end-to-end daily execution and delivery of media intelligence digests across an assigned portfolio of accounts - Run detailed quality assurance checks so every digest is accurate, complete, and aligned with client expectations before it goes out - Monitor active client review windows, coordinate revisions, and turn change requests around quickly and accurately - Troubleshoot delivery issues in real time, identify root causes, and escalate technical or operational problems to the appropriate teams - Build deep familiarity with each account's preferences, recurring workflows, and service-level requirements - Partner with editorial, customer success, support, onboarding, and product/engineering teams to resolve problems and elevate the client experience - Spot and act on opportunities to improve documentation, workflows, and operational processes that increase quality and scalability - Support onboarding of new digest accounts and help capture best practices

Requirements

- At least one year of experience supporting time-sensitive operational work in customer support, operations, editorial operations, media operations, or a comparable setting - Track record of juggling multiple concurrent priorities while consistently hitting deadlines - Strong attention to detail and a quality-assurance-first mindset - Clear, professional written communication with clients and internal partners - Solid organizational and time management skills - Direct experience delivering work to customers or producing customer-facing outputs - Ability to work independently, use sound judgment, and follow established processes - Calm problem-solving under tight deadlines and a drive to improve documented procedures over time

Nice to have

- Background supporting SaaS products or subscription-based services - Familiarity with media monitoring, media intelligence, journalism, publishing, or editorial environments - Experience performing editorial review or quality assurance work

Benefits and work setup

- Permanent remote position within a fully distributed, founder-led company - Equity and 401(k) plan offered to U.S. employees, with location-specific support elsewhere - Comprehensive medical, dental, vision, disability, and life insurance; mental health and family planning resources; HSA/FSA options - Generous paid time off, paid parental leave, and a quarterly recharge week - Stipends for home office, internet, and wellness, plus an annual learning and development budget with extra PTO days for learning - Bi-annual performance reviews, team workshops, leadership training, and unlimited access to learning libraries - Clear internal mobility pathways and a culture described as agile, collaborative, and equity-driven