Customer Support Specialist

Role: Customer Support Specialist Location: Remote Employment Type: Full-time

Compensation: Competitive salary commensurate with experience, qualifications, and location. Indicative range: $42,000 – $68,000 (USD equivalent), plus benefits. Role Overview We are hiring a Customer Support Specialist to resolve product issues and guide customers through technical questions. The role combines product knowledge, troubleshooting, and clear communication to turn support tickets into trusted relationships. Key Responsibilities

Resolve customer issues across email, chat, and ticketing systems within SLA

Troubleshoot product issues, reproduce bugs, and document them for the engineering team

Maintain and update help centre articles, FAQs, and knowledge base content

Track recurring themes in support data and surface insights to product teams

Collaborate with Customer Success on escalations and at-risk accounts

Contribute to internal training so the wider team learns from each ticket

Required Skills and Qualifications

2+ years in a customer support or technical support role at a SaaS company

Experience with helpdesk platforms such as Zendesk, Intercom, or Help Scout

Strong written communication and ability to explain technical concepts simply

Comfort with basic troubleshooting and ability to read API logs or browser consoles

Empathy and patience with customers of varying technical ability

Bias for documenting solutions so problems get solved once, not many times

What You'll Bring

Patience, empathy, and a genuine interest in helping people solve problems

Clear written communication and a calm tone under pressure

Strong attention to detail and follow-through on every interaction

Comfort working asynchronously across time zones

What We Offer

Fully remote, flexible work hours

Performance-based bonus structure

Annual learning & development stipend

Health and wellness benefits (varies by location)

Opportunity to work on high-scale, real-world impact projects

Equal Opportunity Statement This is an equal opportunity role. Applications are welcomed from all qualified individuals regardless of race, color, ethnicity, nationality, gender, gender identity or expression, sexual orientation, age, religion, disability, marital status, or any other characteristic protected by applicable law. All hiring decisions are based solely on qualifications, skills, and demonstrated ability.