The Customer Support Specialist will troubleshoot issues, respond to customer inquiries, and improve support processes while communicating effectively with users and teams internally.
Customer Support Specialist
Location: [Remote] Reports to: [Senior Manager, Technical Operations] Team: [Customer Support]
We're a fast-growing tech company with hundreds of users relying on our platform every day — and we're looking for a Customer Support Specialist to be their first point of contact when something goes wrong, when they have a question, or when they need help getting more out of the product.
This isn't a script-reading role. You'll work directly with users to troubleshoot issues, dig into root causes, and turn frustrating moments into great ones. You'll also be the voice of the customer internally — surfacing patterns, flagging bugs to engineering, and helping us build a better product.
If you're someone who loves solving problems, can juggle a high volume of tickets without losing the human touch, and gets satisfaction from a well-closed ticket, we want to talk to you.
- Respond to customer tickets across email, chat, and in-app messaging — quickly, clearly, and with empathy
- Troubleshoot platform issues by investigating logs, reproducing bugs, and walking users through fixes
- Escalate complex technical issues to engineering with clear, well-documented context
- Own customer issues end-to-end — from first response to resolution and follow-up
- Build and maintain help center articles, FAQs, and internal documentation
- Identify trends in support volume and partner with product and engineering to prevent recurring issues
- Help onboard new users and answer questions about features, integrations, and best practices
- Contribute to improving support workflows, macros, and tooling as we scale
Required:
- 1-3 years in a customer-facing support role, ideally at a SaaS or tech company
- Strong written communication — you can explain technical concepts clearly to non-technical users
- A genuine problem-solver mindset; you enjoy digging into the "why," not just patching the "what"
- Comfortable with high ticket volume and able to prioritize ruthlessly
- Tech-savvy — quick to learn new tools and platforms
- Experience with a help desk tool (Zendesk, Intercom, Front, HubSpot, or similar)
- Patience and empathy, even with frustrated users on tough days
Nice to have:
- Experience supporting a B2B SaaS product
- Familiarity with basic technical concepts: APIs, integrations, browser dev tools, SQL queries
- Background in technical writing or knowledge base management
- Experience working cross-functionally with product and engineering teams
Similar Jobs
Healthtech
The Customer Support Specialist provides empathetic support for veterinary diagnostics, managing customer calls, and ensuring service quality through multiple software systems.
Top Skills:
Microsoft Office SuiteSalesforce
Cloud • Legal Tech • Software
The Customer Support Specialist provides assistance to clients, handling inquiries, teaching product functionality, and resolving technical issues to enhance customer satisfaction and success.
Top Skills:
Google ApplicationsSalesforceZendesk
Agency • Marketing Tech • Professional Services • Sales
The Customer Support Specialist provides timely assistance to clients through various channels, maintaining records and improving service processes while ensuring high-quality standards.
Top Skills:
Basic Computer SystemsOffice Software
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
