Customer Support Specialist

Why Consider This Job Opportunity

Resonance CX Partners helps experienced professionals find opportunities that align with their values. This Customer Support Specialist role offers the chance to join a fast-growing SaaS startup with significant benefits and a dynamic work environment.

• Opportunity for equity in a fast-growing startup
• Competitive benefits package tailored to your location
• Flexible time off policy to support work-life balance
• Parental leave to support family needs
• A fun-loving and dynamic team environment that encourages fast-paced work

What To Expect (Job Responsibilities)

As a Customer Support Specialist, you will be crucial in ensuring customer satisfaction and contributing to product improvement. Your daily tasks will include:

• Manage and resolve customer inquiries via Intercom, providing clear and empathetic guidance to users facing technical blockers
• Identify recurring questions and feature gaps by analyzing support ticket trends, and surface these patterns for documentation and product improvements
• Create self-serve resources such as help articles and troubleshooting guides based on frequent support interactions
• Collaborate with the enablement team to improve training content based on customer feedback and challenges
• Document feature requests and UX friction points to inform product and engineering teams about customer needs and priorities

What Is Required (Qualifications)

To succeed in this role, you should possess a strong foundation in customer support and technical aptitude:

• 1+ years in customer support, technical support, or customer success roles, preferably in SaaS or technical environments
• Exceptional written communication skills to explain technical concepts clearly to non-technical audiences
• Strong pattern recognition skills to identify trends and connect issues across customer interactions
• Technical aptitude to quickly learn software platforms and troubleshoot complex processes
• Excellent organization and prioritization skills to manage support queues effectively and maintain quality interactions

How To Stand Out (Preferred Qualifications)

Candidates with the following experiences will have a significant advantage:

• Experience with Intercom, Zendesk, or similar customer support platforms
• Familiarity with workflow automation tools, marketing platforms, or AI applications
• Background in content marketing, SEO, or marketing operations for better understanding of customer use cases
• Experience contributing to knowledge bases or customer-facing documentation
• Basic understanding of APIs, integrations, or technical troubleshooting

Key skills/competency

• Customer Support
• Technical Support
• SaaS
• Intercom
• Troubleshooting
• Communication Skills
• Problem Solving
• Documentation
• Product Feedback
• Workflow Automation