We're looking for a Senior Customer Support Specialist to help guide a team, take on the trickier customer issues, and work closely with Product and Engineering to keep improving how things work.
What You'll Do
* Handle complex client issues across tickets and calls.
* Escalate technical issues clearly to Product/Dev, track progress, and ensure timely responses.
* Manage multiple high-urgency or VIP issues at once while keeping communication clear and calm.
* Maintain high standards across CSAT, ticket quality, call volume, and reliability.
* Provide daily coaching, identify skill gaps, and support the Team Leader with performance insights.
* Ensure compliance with privacy and data‐handling policies.
* Create and maintain documentation for complex tasks and workflows.
* Work with other teams on cross‐functional initiatives, assist with candidate "vibe checks," and contribute to a positive, collaborative team culture.
What we're looking for
* Someone with a proven track record of delivering exceptional customer support.
* A natural mentor who lifts teammates up without being asked.
* A calm operator who thrives in fast‐moving environments and can juggle multiple high‐priority issues.
* Someone who sees support not just as troubleshooting, but as a key driver in product quality and customer experience.
* A critical thinker who loves improving processes, documentation, and outcomes.
* A hybrid work week (2-3 days in office, the rest from wherever you work best).
* Mentorship and growth opportunities – we want to see you thrive.
* A legendary snack cupboard (fuel for the creative brain ).
* Regular team outings, events.
Skills & experience
* 2+ years in SaaS technical support (or similar), with strong experience in escalation handling, troubleshooting, and documentation.
* Excellent communication skills — you can explain technical concepts clearly to both clients and internal teams.
* Demonstrated coaching or mentoring ability.
* High attention to detail, especially in documentation and process improvement.
Nice to have
* Familiarity with Intercom, Confluence, Jira, Zendesk, or similar tools.
* Exposure to product feedback loops, QA processes, or feature testing.
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