Deliver high-quality technical support to customers using the platform daily. You'll manage inquiries through in-app chat, email, and phone, ensuring accurate and timely resolutions while maintaining a strong customer focus.
What You'll Do
- Handle customer support tickets across multiple channels, providing clear guidance on product features and troubleshooting issues efficiently.
- Assist both active users and self-onboarding customers with real-time questions, helping them confidently navigate workflows.
- Diagnose technical problems and walk users through solutions with patience and precision.
- Ensure fast response and resolution times in line with service level expectations.
- Spot patterns in recurring issues and share insights with leadership to improve support strategies.
- Contribute to the development and accuracy of knowledge base content, FAQs, and internal documentation to boost self-service and team effectiveness.
- Collaborate with Product, Customer Success, Onboarding, and Sales teams to ensure smooth issue resolution and consistent customer experiences.
- Use HubSpot to track, prioritize, and document support cases with proper tagging and categorization.
- Follow escalation procedures to route complex issues appropriately and ensure timely follow-up.
Requirements
- At least one year of experience in technical or customer support, preferably in a SaaS environment.
- Proven ability to communicate clearly and effectively in writing and speech, especially when simplifying technical topics.
- Demonstrated skill in problem-solving and managing multiple tasks in a fast-moving setting.
- Self-motivated approach to learning and resolving issues independently before escalating.
- Strong ownership mindset with a focus on delivering excellent service consistently.
- Experience with customer support tools such as HubSpot or Zendesk is preferred.
Benefits
- Comprehensive medical, dental, and vision insurance
- 401(k) plan for retirement savings
- Paid holidays and flexible paid time off
- Fully remote work environment
- Reimbursement for office equipment to support your home workspace
