Customer Support Specialist
Core
First-line technical support for a SaaS sales tax compliance platform, resolving issues via email, chat, tickets, and live video calls.
Role type
Senior IC Customer Support Specialist (SaaS)
Builds
Customer experience and retention for e-commerce and SaaS clients
Domain
SaaS / Sales Tax Compliance / Fintech
Deliverable
client delivery
Required skills
ticket triage, live video troubleshooting, screen-sharing, knowledge base maintenance, SLA management, integration troubleshooting, written communication, empathy, process documentation
Preferred skills
sales tax/accounting/fintech domain knowledge, AI assistant usage (Rovo, Claude, ChatGPT)
Technologies
Zendesk, Intercom, DevRev, Shopify, Stripe, QBO, NetSuite
Responsibilities
Triage and resolve tier-1 support issues; conduct scheduled video calls to diagnose and fix customer problems; document issues and escalate complex bugs to L2 or engineering; maintain and improve internal knowledge base; track metrics (volume, response time, resolution rates) to identify product gaps; support new customer onboarding.
Seniority
Mid-level, hands-on IC