Customer Support Specialist

About the Role

Join our growing global team as a Customer Support Specialist to provide exceptional service to creators and businesses building communities on our platform. You will be the primary point of contact for solving complex technical challenges and ensuring our users have a seamless experience.

Responsibilities

• Prioritize and resolve customer inquiries across email channels to ensure timely support.
• Become a product expert to advise creators on best practices for launching and managing their communities.
• Troubleshoot technical issues across desktop, mobile browsers, and native mobile applications.
• Collaborate with engineering and design teams to escalate feedback and resolve complex product issues.
• Identify trends in customer inquiries to suggest proactive improvements to our product and workflows.

Requirements

• 3+ years of experience in a technical support role, preferably within a SaaS environment.
• Availability to work 10:00 AM to 6:30 PM Pacific Time, Tuesday through Saturday.
• Exceptional written and verbal communication skills in English (CEFR Level C2).
• Proven ability to understand and implement technical workflows in a fast-paced environment.
• Strong passion for helping customers and a collaborative, team-oriented mindset.

Nice-to-Haves

• Prior experience working with Zendesk for ticketing and support management.
• Experience troubleshooting Single Sign-On (SSO) flows or API-related issues.
• Previous experience working in a fully remote, international team environment.
• Familiarity with automation tools like Zapier to streamline support processes.