Applause is looking for a Customer Support Specialist to ensure our B2B customers receive fast, friendly, and effective support. You’ll be on the front lines of customer interactions, resolving technical issues and answering product questions to set our clients up for success.
What You'll Do
- Manage inbound support tickets via email, chat, and other channels.
- Resolve issues quickly and thoroughly with a friendly, professional tone.
- Maintain a 95%+ CSAT rating.
- Provide initial response to new client messages within 30 minutes.
- Resolve most tickets in under 4 hours.
- Become a product expert and use that knowledge to troubleshoot effectively.
- Guide clients through KYC & KYB processes (Know Your Customer / Know Your Business).
- Document solutions and contribute to internal knowledge base.
What We're Looking For
- 3+ years of customer support experience at a B2B SaaS company.
- Excellent written English and communication skills.
- History of meeting or exceeding support KPIs.
- Extremely organized, with strong attention to detail.
- Ability to multitask and manage dozens of concurrent tickets.
- Reliable internet connection (50+ Mbps, no latency issues).
- Highly effective working remotely.
Nice to Have
- Familiarity with tools like Zendesk, Intercom, Slack, and HubSpot.
Team & Environment
You will report directly to Riley Sanderson, Customer Success Team Lead.
Benefits & Compensation
- Amazing colleagues.
- Energetic culture that is positive and celebrates together.
- Inspiring mission & software product.
- Ability to grow your career in a fast-growing tech startup.
Work Mode
This is a fully remote position.
