Customer Support Specialist - Remote

Overview

The Customer Support Specialist will deliver high-touch, white-glove support in a fast-paced and highly collaborative SaaS environment, focusing on resolving complex technical and tax-related issues.

In Short

• Serve as a primary point of contact for customers via email, chat, and phone
• Provide clear, accurate, and empathetic support across a variety of customer needs
• Troubleshoot technical issues related to product integrations and sales tax filings
• Conduct in-depth investigations to identify root causes of errors
• Own support tickets end-to-end, ensuring timely follow-up
• Contribute proactively to support documentation and FAQs
• Meet or exceed service-level expectations for response and resolution
• Collaborate cross-functionally with Product, Engineering, and Onboarding teams

Requirements

• 5+ years of experience in customer support or a related role
• Experience supporting customers in a B2B SaaS or e-commerce environment
• Strong troubleshooting skills
• Excellent written and verbal communication skills
• Experience using support and collaboration tools
• Strong organizational skills
• Proactive, solution-oriented mindset
• Comfort working independently in a remote environment

Benefits

• Fully remote work environment
• Competitive salary range
• Benefits including health insurance and 401(k)
• Supportive, trust-based team culture
• Opportunity to make a meaningful impact
• Strong learning and growth opportunities