Customer Support Specialist

Role overview Own frontline customer support across in-app chat and priority client channels, helping users resolve product questions and technical issues. The role combines hands-on troubleshooting, clear customer education, and close coordination with engineering and customer success; it also offers room to improve support processes on a small team.

Responsibilities - Monitor support channels and respond promptly, aiming for roughly one minute on weekdays and 30 minutes on weekends across about 100–150 weekly tickets. - Investigate product questions and problems involving workflows, outreach, approvals, integrations, billing, and related features; resolve issues directly where possible. - Keep the ticket queue organized, follow up on cases waiting for customers, and review open work at the beginning and end of shifts. - Reproduce defects and write actionable reports with the relevant account, page, contact, and observed behavior; coordinate with engineering and update customers through resolution. - Explain features and best practices, and maintain help articles and response templates to make recurring questions easier to handle. - Identify frustrated or at-risk customers, billing disputes, cancellation signals, feature requests, and recurring friction; share relevant context with the appropriate teams.

Requirements - At least two years in customer support or another frontline client-facing role; SaaS experience is useful. - Strong written communication and the ability to calmly explain issues and de-escalate difficult conversations. - Technical aptitude to reproduce problems, interpret error states, and prepare clear bug reports. - Reliable queue management, timely follow-through, and attention to open customer threads. - Ability to cover US or EU-overlap working hours, including some weekends. - Comfort working in a fast-moving startup where support processes are still being developed.

Nice to have - Familiarity with TikTok Shop and its affiliate ecosystem, seller tools, or creator outreach products; willingness to learn quickly is also relevant.

Benefits and work setup - Support work spans in-app chat and priority customer channels, with weekend coverage and coordination across US and European engineering hours.