Customer Support Specialist

About the Role

The role is the first point of contact for customers of a cloud-based SaaS platform, troubleshooting technical issues across integrations, APIs, and account configurations before they escalate. The work directly shapes retention: every resolved ticket, documented workaround, and piece of feedback routed to engineering makes the product better and keeps customers renewing.

Key Responsibilities

• Resolve 30-50 daily customer tickets across email, chat, and phone covering billing, onboarding, API errors, and account configuration.
• Troubleshoot technical issues using logs, HTTP status codes, and internal admin tools; document clear reproduction steps before escalating to engineering.
• Own tickets end-to-end: set expectations, provide status updates, and drive issues to resolution within SLA targets.
• Maintain and expand the help-center knowledge base, writing articles and macros that deflect repeat tickets.
• Track and report recurring issues and customer sentiment trends to product and engineering teams.
• Meet and exceed goals for CSAT, first-response time, and resolution rate.
• Contribute to onboarding materials and internal runbooks as the product and tooling evolve.

Requirements & Tech Stack

• Basic technical fluency: comfortable reading API error messages, browser dev tools, and troubleshooting HTTP errors.
• Hands-on experience with at least one help-desk platform (Zendesk, Intercom, Freshdesk, or similar).

Qualifications

• 0-2 years of customer support, technical support, or related customer-facing experience.
• Strong written communication skills — able to explain technical concepts clearly to non-technical customers.
• Highly organized and calm under high ticket volume with competing priorities.
• Bachelor's degree in any field, or equivalent practical experience.
• Bonus: experience supporting a developer-facing product, familiarity with SQL or API tools like Postman, or bilingual English/Spanish proficiency.