Customer Support Specialist
New
P
Puzzle.ioFintech Accounting
Remote U.S. or CanadaFull-TimeMiddle
Salary53,000 - 60,000 USD per year
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Job Details
- Experience
- 2–4 years
- Required Skills
- RESTful APIsAccountingTechnical supportCustomer supportBookkeepingSaaSZendesk
Requirements
- 2–4 years of experience in technical customer support, product specialist, QA, or customer-facing role at a SaaS or fintech company.
- Strong written communication skills for async channels.
- Sharp pattern recognition and ability to create scalable documentation.
- Understanding of API basics and integration concepts.
- Ability to read and understand error messages.
- Familiarity with tools like Zendesk, Intercom, Pylon, Linear, Datadog, or Retool.
- Accounting or bookkeeping experience is highly preferred.
Responsibilities
- Develop deep expertise in platform features, workflows, and edge cases.
- Be the first responder for customer support channels including technical and billing inquiries.
- Build and maintain the knowledge base and help articles.
- Write clear, actionable bug reports with logs and screenshots.
- Test pre-release features to catch issues early.
- Drive issue resolution between Customer Success and Engineering teams.
- Surface product signal by tagging issues and identifying emerging patterns.
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