Customer Support Specialist, Time Off Support

Responsibilities

• Maintain expert knowledge of the product to provide accurate information and assistance to customers and colleagues.
• Own customer issues from start to finish in a dynamic, fast-paced environment.
• Respond promptly and professionally to customer inquiries via email, chat, and video conferencing.
• Resolve product or service issues by understanding customer complaints, identifying causes, selecting and explaining solutions, and following up to ensure resolution.
• Document and track customer interactions, transactions, comments, and complaints in the CRM system.
• Gather customer feedback and share insights with Product and Engineering teams to improve products and services.
• Stay current on company policies, procedures, and product updates.
• Manage time effectively, prioritize work, and meet schedules and unexpected deadlines.
• Deliver exceptional service and ensure customer satisfaction.

Requirements

• Bachelor's degree.
• 1–4 years of customer support experience in a SaaS business.
• Experience problem-solving and troubleshooting SaaS products with attention to detail.
• Strong time-management and prioritization skills.
• Excellent written and verbal communication skills in English.
• Reside in a Pacific or Mountain timezone state and be able to work a shift between 9:00 a.m. and 6:00 p.m. PST.

Compensation and Benefits

• Tier 2: $23.49 per hour.
• Tier 3: $22.19 per hour.
• The role may be eligible for bonuses, commissions, and/or equity.
• Benefits may include medical, dental, vision, life insurance, retirement benefits, and paid time off, subject to company policy.