Customer Support Specialist - Remote

Overview

We are seeking a detail-oriented, people-first Customer Support Specialist to join our growing team at a fast-growing B2B SaaS startup. This role is critical to ensuring our customers have a smooth and successful experience on our platform.

In Short

• Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone.
• Update and improve existing support content and macros to reflect product updates.
• Provide feedback to product and customer success teams to improve user experience.
• Proactively reach out to hotels that need to join our platform to respond to planner RFPs.
• Track and maintain consistent follow-ups with hotels.
• Monitor RFP response rates and identify/prioritize overdue RFPs.
• Facilitate communication between hotels and planners.
• Work with various stakeholders, maintaining communication standards.
• Collaborate with support, product, and marketing teams to ensure documentation aligns with product updates.
• Exciting growth opportunity with potential for career advancement.

Requirements

• 1-3+ years of experience in SaaS customer support, ideally in a startup environment.
• Self-motivated with a track record of working well independently.
• Excellent communication skills, both written and verbal.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Comfortable working 12 PM to 9 PM EST shift (negotiable based on time zone).
• Highly proactive and process-oriented.
• Experience or interest in the events/hospitality industry is a bonus.

Benefits

• 100% employee and 50% dependent coverage for vision, health, and dental.
• Support for growing families with maternity leave.
• Future 401K plan coming soon.
• Quarterly meetups to connect and collaborate in person.
• Remote work budget and opportunities for leadership advancement.