Northbeam is seeking a Lead Support Specialist to join our post-sales team. You will own the quality and consistency of customer support, handling complex issues while partnering with Customer Success, Product, and Engineering to improve our platform.

What You'll Do

Act as the primary point of contact for customer inquiries and internal support tickets via email, recorded screenshares, live video calls, and internal channels.
Handle complex, high-context customer issues that require investigation, explanation, and coordination across teams.
Work directly with customers to troubleshoot setup, data health issues, and product-related questions.
Identify educational gaps and close them through documentation, product changes, improved onboarding, or better explanations.
Collaborate closely with Customer Success, Product, and Engineering, escalating issues with clear context and detailed reproduction steps.
Proactively recommend and help implement improvements to support workflows, documentation, tooling, or handoff processes.
Surface patterns in customer pain points and provide actionable feedback to Product and Engineering.
Help shape how support operates and scales over time.

What We're Looking For

3+ years of experience in Customer Support, Technical Support, or Customer Success.
Experience supporting Software as a Service (SaaS) products.
Background or working knowledge of digital marketing, analytics, or marketing technology.
Experience working directly with customers in a fast-paced, high-touch environment.
Excellent written and oral communication skills, with the ability to adapt messaging for technical and non-technical audiences.
Strong ability to explain complex or technical concepts in clear, easy-to-understand language.
Proficiency in Microsoft Office Excel (for example: VLOOKUPs, SUMIFs, and similar functions).
Strong analytical and problem-solving abilities.
Strong organizational and time management skills.
Comfortable operating with ambiguity, limited structure, and evolving processes.
Ability to manage multiple customer conversations and priorities simultaneously.

Team & Environment

You will be a key member of the post-sales team, working closely with Customer Success and directly with customers, while partnering as needed with Product and Engineering.