Customer Support Specialist

You will provide chat and email support to existing clients and resolve issues within service-level agreements. You will diagnose root causes, offer workarounds, identify process and automation opportunities, collaborate with support managers, and keep product, engineering, sales, and post-sales stakeholders informed.

Responsibilities

• Handle customer queries through chat and email support queues
• Resolve issues promptly and adhere to SLAs
• Diagnose root causes and provide client workarounds
• Identify process optimizations and automation opportunities
• Collaborate with Customer Support Managers to scale support
• Coordinate with Product, Engineering, Sales, and Post-Sales stakeholders

Requirements

• 1+ years of customer support or user operations experience in B2B SaaS or technology
• Organizational and prioritization skills for high-volume queues
• Verbal and written communication
• Knowledge of financial and AI markets
• Data-informed operational decision-making
• Customer experience and operational excellence

Benefits

• Equity
• Bonus compensation
• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off