Senior Customer Support Specialist
Own frontline customer support for an AI executive assistant via chat, email, and video. Diagnose complex technical issues, identify patterns for improvements, and collaborate cross-functionally in a fast-growing B2B SaaS startup. Requires 5+ years B2B SaaS support experience, strong troubleshooting skills, and interest in AI.
About the job
Responsibilities
- Own the front line of customer support across chat, email and video - resolving issues end-to-end with minimal hand-holding
- Diagnose and troubleshoot complex technical issues, escalating to Product Engineering only when genuinely needed
- Identify patterns in customer issues and turn them into process improvements, knowledge base content, and actionable insights for the wider team
- Act as the connective tissue between Support, Sales, Product and Customer Success - ensuring nothing falls through the cracks
- Help shape how we scale support as we grow, contributing to tooling decisions, workflow design and team playbooks
Requirements
- 5+ years in customer or technical support, within a B2B SaaS environment
- Strong written and verbal communication skills
- Strong troubleshooting skills - you enjoy problem-solving and finding creative solutions
- Curious, coachable, and driven to exceed goals
- Startup-ready: adaptable, fast-moving, and hands-on
- Experience with customer support tools such as Zendesk, Intercom, Jira, Linear, others
- A genuine opinion and interest in AI and the future of work
Nice-to-Haves
- Actively use AI in your workflow
- Operate independently with high judgment
- Proactively refine key support processes
- Trusted cross-functional partner
Compensation and Benefits
- Salary: $75,000 - $85,000
- Equity
- Private medical, pension and lunch provided everyday
Skills
Customer Support, Technical Support, Zendesk, Intercom, Jira, Linear, Troubleshooting, B2B SaaS, AI
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