Customer Support Specialist

Technical Support & Triage

Own technical support end-to-end, including escalations and high-impact issues.

Lead triage efforts, ensuring issues are prioritized correctly and routed efficiently.

Troubleshoot complex SaaS issues across integrations, APIs, and platform workflows.

Establish clear support paths for bugs, feature requests, and system issues.

Ensure consistent, high-quality communication with customers and internal stakeholders.

Support Operations

Build and optimize scalable support workflows to improve efficiency and experience.

Own core support metrics (FRT, resolution time, handle time, backlog health, SLA adherence).

Identify trends and recurring issues to reduce ticket volume and improve product usability.

Define and maintain escalation frameworks and severity levels.

Product & Engineering Partnership

Translate support insights into clear, actionable feedback for Product and Engineering.

Partner on prioritization of bugs, features, and improvements.

Ensure issues are documented with clear reproduction steps, impact, and context.

Track and communicate the status of bugs, fixes, and releases to users and stakeholders.

Documentation & Enablement

Own internal and external knowledge base content, ensuring accuracy and usability.

Create and maintain troubleshooting guides, SOPs, and support playbooks.

Standardize processes and responses to drive consistency across the team.

Enable self-service where possible to reduce inbound support volume.

Cross-Functional Collaboration

Partner with CS, Ecommerce, Product, Engineering, and Implementation teams to improve the end-to-end user experience.

Support product launches by ensuring support readiness and documentation.

Act as the technical liaison between teams, simplifying complex issues into clear next steps.

Team Support

Mentor team members on technical troubleshooting and best practices.

Serve as the go-to resource for technical support knowledge.

Contribute to a culture of ownership, accountability, and continuous improvement.