Senior Customer Support Specialist - Remote

Overview

The Senior Customer Support Specialist will be responsible for maintaining high customer satisfaction and fast response times in a remote role, focusing on providing thoughtful, human responses to customer inquiries.

In Short

• Remote role based in the US (EST only).
• High-volume, chat-first customer support environment.
• Own and manage customer tickets via Intercom.
• Respond to customers within 2 minutes on average.
• Investigate technical issues and escalate effectively.
• Maintain a high customer satisfaction rating.
• Contribute to internal documentation and process improvements.
• Work closely with Engineering for technical issues.
• Clear communication and problem-solving skills required.
• Experience with B2B SaaS products preferred.

Requirements

• 2+ years of customer support experience.
• Experience managing full ticket lifecycles.
• Comfortable in high-volume environments.
• Experience in a startup or scale-up environment.
• Clear and confident communicator.
• Technically curious and resourceful.
• Highly organized and proactive.
• Product-minded with a focus on customer needs.
• Based in the US- EST only, with work authorization.

Benefits

• Gold-plated healthcare coverage.
• Unlimited holidays for work-life balance.
• Mental health support with immediate access to counseling.
• Retirement matching plan.
• Remote-first culture with flexibility.
• Meaningful equity in the company.
• Generous parental leave policy.
• Annual learning budget for personal and professional growth.
• Top-of-the-line equipment provided.
• A supportive and driven team environment.