Fully Remote Customer Support Specialist (Self-Serve SaaS)

Are you passionate about helping users succeed with innovative software? Join us fully remote on the frontlines as a Customer Support Specialist during our exciting self-serve launch. Youll be the go-to resource for troubleshooting, guiding users, and enhancing our customer experience all while collaborating closely with an agile internal team.

What You'll Do

• Respond promptly to self-serve customer inquiries across Slack channels, support email, and ticketing systems (Pylon or similar), meeting SLA targets
• Collaborate with AI-powered support bots and escalate complex or sensitive cases for human review when needed
• Communicate clearly, empathetically, and professionally with users from diverse regions and backgrounds
• Identify gaps in our knowledge base and contribute to developing helpful internal documentation
• Assist new users with onboarding flows, answering first-time questions and guiding them through setup
• Coordinate closely with the core team during onboarding phases before transitioning to night coverage shifts
  
  
  

What Were Looking For

• Prior experience working at a software company, ideally in a startup or fast-growth SaaS environment
• Strong written English communication skills, with the ability to convey information clearly, empathetically, and professionally
• Comfort and proficiency using tools like Slack, Intercom, Linear, Pylon, Jira, or similar ticketing and automation systems
• Ability to work independently in a remote environment, embracing ambiguity and demonstrating a strong startup-level work ethic
  
  
  

Tools You'll Use

• Slack
• Pylon
• Jira
• Linear
  
  
  

This role is critical to our self-serve launch success and offers a unique opportunity to shape customer experience and product support at a high-growth SaaS startup.