Customer Support Specialist ​​​​​​​(Enterprise SaaS) - 21112

• Own first-response and resolution times against published targets across email and live chat.
• Adapt your explanation to whoever is in front of you, from an employee opening the app for the first time to an administrator running a multi-site program.
• Maintain CSAT at or above 95% across the EMEA queue.
• Grow first-contact resolution as your product knowledge deepens, reducing escalation volume over time.

• Reproduce reported issues and distinguish genuine product bugs from configuration, data, or process problems before escalating.
• Escalate with complete context (what was reported, what you tested, what you ruled out) so Engineering can act without a follow-up question.
• Recognize urgent, high-impact, or widespread issues early and route them accordingly.

• Identify recurring questions, friction points, and product limitations from daily conversations, and bring them to Support, Customer Success, and Product with evidence of frequency and impact.
• Give Product the context it needs to weigh customer pain against roadmap priorities.
• Partner with Customer Success on high-touch or at-risk accounts when support signals point to a larger issue.

• Build and maintain customer-facing help articles and internal documentation so common questions are resolved before they become tickets.
• Keep existing documentation accurate as the platform evolves.

• Prior experience in a customer-facing support role, ideally supporting a SaaS product.
• Excellent written English, with the ability to stay clear, patient, and professional under volume.
• Strong problem-solving instincts and genuine curiosity about why something isn't working.
• Sound judgment on when to resolve directly versus escalate, and the ownership to see an issue through either way.
• The organization to run multiple conversations at once without dropping any of them.
• Comfort learning SaaS products quickly and explaining workflows to non-technical users.
• Availability to work 11:00 AM – 7:00 PM ET, Monday–Friday.

• Experience with Intercom, Zendesk, or a similar support platform.
• Experience writing knowledge base articles, help documentation, or SOPs.
• Experience configuring AI-powered support agents (workflows, knowledge sources, automated responses).
• Additional languages, particularly Spanish or French.

You are:

• Highly organized and calm under a steady volume of conversations.
• Naturally curious. You dig into the "why," not just the symptom.
• A clear, patient writer who can meet a frustrated user or a technical admin where they are.
• Comfortable with ambiguity, investigation, and owning a problem end to end.
• Motivated by improving the product and the customer experience, not just closing tickets.

Apply with your resume. Shortlisted candidates will be asked to complete a short written exercise, responding to a real support scenario, before an interview.