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Compensation:
Competitive salary commensurate with experience, qualifications, and location.
Indicative range:
$42,000 – $68,000 (USD equivalent), plus benefits.
Role Overview
We are hiring a Customer Support Specialist to resolve product issues and guide customers through technical questions. The role combines product knowledge, troubleshooting, and clear communication to turn support tickets into trusted relationships.
Key Responsibilities
Resolve customer issues across email, chat, and ticketing systems within SLA
Troubleshoot product issues, reproduce bugs, and document them for the engineering team
Maintain and update help centre articles, FAQs, and knowledge base content
Track recurring themes in support data and surface insights to product teams
Collaborate with Customer Success on escalations and at-risk accounts
Contribute to internal training so the wider team learns from each ticket
Required Skills and Qualifications
2+ years in a customer support or technical support role at a SaaS company
Experience with helpdesk platforms such as Zendesk, Intercom, or Help Scout
Strong written communication and ability to explain technical concepts simply
Comfort with basic troubleshooting and ability to read API logs or browser consoles
Empathy and patience with customers of varying technical ability
Bias for documenting solutions so problems get solved once, not many times
What You'll Bring
Patience, empathy, and a genuine interest in helping people solve problems
Clear written communication and a calm tone under pressure
Strong attention to detail and follow-through on every interaction
Comfort working asynchronously across time zones
What We Offer
Fully remote, flexible work hours
Performance-based bonus structure
Annual learning & development stipend
Health and wellness benefits (varies by location)
Opportunity to work on high-scale, real-world impact projects
Equal Opportunity Statement
This is an equal opportunity role. Applications are welcomed from all qualified individuals regardless of race, color, ethnicity, nationality, gender, gender identity or expression, sexual orientation, age, religion, disability, marital status, or any other characteristic protected by applicable law. All hiring decisions are based solely on qualifications, skills, and demonstrated ability.
