Customer Support Specialist
Core
Providing fast, clear, and thoughtful email support to B2B SaaS customers, troubleshooting product issues, and collaborating with product/engineering teams to improve the platform.
Role type
Customer Support Specialist (SaaS)
Builds
Resource Guru (a scheduling tool for busy teams)
Domain
SaaS / Productivity Software
Deliverable
client delivery
Required skills
troubleshooting, written communication, empathy, attention to detail, software learning agility, basic technical concepts (browsers, cache, cookies), remote work autonomy
Preferred skills
SaaS support experience, billing/subscriptions knowledge, help content writing, support tool familiarity (Front, Intercom, Zendesk, HubSpot), video recording, multi-timezone support, AI tool usage
Technologies
Front, Recurly, Customer.io, HubSpot
Responsibilities
Responding to customer questions via email, troubleshooting product issues and escalating bugs, collaborating with product and engineering teams, updating help center content, managing customer conversations in support tools
Seniority
Junior to Mid-level, hands-on IC