Customer Support Specialist
Owns a high-volume B2B support queue for key accounts, resolving record, billing, and workflow questions while meeting strict SLAs. The role requires 3–5 years of support experience, strong written communication, careful documentation, and accurate escalation of technical issues.
About the job
Responsibilities
- Manage the daily queue of comments, tasks, and emails from key accounts across email, portal, and phone.
- Provide first responses within 2 business hours and resolve standard tickets within 24–48 hours.
- Triage and resolve inbound questions about record status, document delivery, billing, and general product usage.
- Recognize and escalate technical issues, including portal bugs, access issues, submission errors, and document retrieval errors.
- Keep customers updated while technical issues are being addressed.
- Monitor SLA targets and flag tickets, accounts, or themes at risk of missing them.
- Maintain accurate ticket and account notes.
- Surface recurring issues and customer feedback themes for monthly voice-of-customer reviews.
- Follow and help refine escalation paths for technical issues, complaints, and collections questions.
Requirements
- 3–5 years of B2B customer support experience, ideally in SaaS.
- Experience owning a complex or high-volume queue independently.
- Clear, warm written communication and the ability to de-escalate frustrated customers.
- Strong attention to detail across email, portal, and phone channels.
- Comfort working with ambiguity and manual processes in an early-stage environment.
- Experience with ticketing systems; Pylon or similar is a plus.
Nice-to-haves
- Experience in legal services, healthcare, or document workflows.
Success Metrics
- First response and resolution times.
- Consistent SLA adherence.
- Complete complaint and feedback logging.
- Accurate escalation and tracking of technical issues in Linear.
- Positive customer satisfaction trends.
Skills
B2B Customer Support, SaaS, Ticketing Systems, Pylon, Linear, Email Support, Customer Service, Sla Management
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