We’re looking for a Senior Customer Support Specialist to help guide a team, take on the trickier customer issues, and work closely with Product and Engineering to keep improving how things work.
✨What You’ll Do
- Handle complex client issues across tickets and calls.
- Escalate technical issues clearly to Product/Dev, track progress, and ensure timely responses.
- Manage multiple high-urgency or VIP issues at once while keeping communication clear and calm.
- Maintain high standards across CSAT, ticket quality, call volume, and reliability.
- Provide daily coaching, identify skill gaps, and support the Team Leader with performance insights.
- Ensure compliance with privacy and data-handling policies.
- Create and maintain documentation for complex tasks and workflows,
- Work with other teams on cross-functional initiatives, assist with candidate “vibe checks,” and contribute to a positive, collaborative team culture.
🧩 What we’re looking for
- Someone with a proven track record of delivering exceptional customer support.
- A natural mentor who lifts teammates up without being asked.
- A calm operator who thrives in fast-moving environments and can juggle multiple high-priority issues.
- Someone who sees support not just as troubleshooting, but as a key driver in product quality and customer experience.
- A critical thinker who loves improving processes, documentation, and outcomes.
🚀 Perks & Benefits:
- A hybrid work week (2-3 days in office, the rest from wherever you work best).
- Mentorship and growth opportunities – we want to see you thrive.
- A legendary snack cupboard (fuel for the creative brain 🥨☕).
- Regular team outings, events
🛠 Skills & experience
- 2+ years in SaaS technical support (or similar), with strong experience in escalation handling, troubleshooting, and documentation.
- Excellent communication skills — you can explain technical concepts clearly to both clients and internal teams.
- Demonstrated coaching or mentoring ability.
- High attention to detail, especially in documentation and process improvement.
⭐ Nice to have
- Familiarity with Intercom, Confluence, Jira, Zendesk, or similar tools.
- Exposure to product feedback loops, QA processes, or feature testing.