Customer Support Specialist

Evlo AI

About the Role

• First point of contact for customers using a fast-growing SaaS platform.
• Resolves technical and account issues across email, chat, and phone.
• Focuses on fast response and resolution times.
• Acts as a liaison between customers, product, and engineering.
• Contributes to clearer documentation, better escalation paths, and product feedback.

Key Responsibilities

• Resolve 30-50 daily customer inquiries across Zendesk email, Intercom chat, and phone with high accuracy and empathy.
• Troubleshoot technical issues including API errors, authentication failures, and integration problems, reproducing bugs before escalation.
• Escalate complex issues to engineering with clear reproduction steps, logs, and impact assessments.
• Own the resolution of Tier 1 and Tier 2 tickets end-to-end, meeting SLA targets for first response and time-to-resolution.
• Write and maintain help-center articles, macros, and internal runbooks to deflect repeat tickets.
• Track and report weekly trends in ticket volume, CSAT, and recurring issues to support leadership and product.
• Participate in on-call rotation for after-hours escalations.

Requirements & Tech Stack

• Help-desk tools: Zendesk, Intercom, Freshdesk, or similar.
• Technical fluency: Comfortable reading API error messages, browser dev tools, and HTTP status codes.

Qualifications

• 0-2 years of customer support, technical support, or customer success experience.
• Excellent written and verbal communication skills; ability to explain technical concepts to non-technical customers.
• Highly organized under high ticket volume with a calm, customer-first demeanor.
• Associate or Bachelor's degree in a technical field, or equivalent practical experience.
• Bonus: Experience with SQL, REST APIs, Postman, or scripting (Python, Bash); prior experience at a SaaS or developer-tools company; fluency in a second language.