Customer Support Specialist

About Our Client

The organization operates in the SaaS industry, providing technical support services primarily to business customers across various market segments including SMB, Midmarket, Strategic, and Enterprise. It addresses the challenge of maintaining high customer satisfaction while managing complex technical issues and service-level expectations. The program supports a diverse user base including business owners, front desk staff, and service providers through multiple communication channels, aiming to strengthen business relationships and improve customer experience.

About the Opportunity

The Customer Support Specialist role is focused on resolving complex Tier 1 customer support tickets and enhancing overall team efficiency and customer satisfaction. This position directly contributes to maintaining steady ticket resolution flow and improving customer experience by providing technical assistance and clear communication. The role also supports team initiatives such as resource development and cross-functional collaboration, making it critical to ongoing service quality and operational improvements.

Responsibilities

• Manage complex Tier 1 support tickets through live chat, email, text, phone, and screen-sharing
• Troubleshoot and resolve technical issues while anticipating downstream impacts
• Communicate technical information clearly to customers with varying levels of understanding
• Adapt communication style and create or modify response templates as needed
• De-escalate difficult interactions and escalate issues through appropriate channels
• Assist with other Tier 1 ticket queues when volume fluctuates
• Participate in meetings and administrative tasks (~10% of time)
• Engage in personal development and upskilling (~5% of time)
• Contribute to internal resources such as knowledge bases and standard operating procedures
• Identify and follow incident response protocols accurately
• Provide insights on customer trends, risks, and opportunities
• Collaborate with remote team members and cross-functional partners including Finance, Engineering, Product, and Customer Experience teams

Requirements

• 2-4+ years of customer-facing Enterprise Support experience in a fast-paced SaaS startup environment
• Experience supporting complex technical platforms managing data, reporting, user permissions, scheduling, payments, or inventory
• Proficiency in Tier 1 incident response processes
• Strong attention to detail and accuracy
• High emotional intelligence and effective communication skills
• Ability to manage challenging customer interactions with patience and problem-solving orientation
• Flexible availability including occasional extended hours and holiday coverage

Pay Range and Compensation Package

Starting pay is $31.25 per hour plus a 10% bonus on annual base compensation. Compensation is subject to change with opportunities for growth and advancement.

Benefits & Perks

• 401(k) match
• Dental, medical, vision, and life insurance
• Flexible vacation policy
• Fully remote work with a monthly work-from-home stipend
• Family planning resources and specialized support programs
• Equity opportunities
• Learning and development programs focused on market exploration

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.

Key skills/competency

• Tier 1 Technical Support
• SaaS Industry Experience
• Customer Relationship Management
• Troubleshooting
• Communication Skills
• Incident Response
• Emotional Intelligence
• Data Management Platforms
• Customer Experience (CX)
• Problem Solving