Customer Support Specialist
New
R
RETRB2B SaaS
Fully remote, US-basedFull-TimeMiddle
Salary$52,000 to $58,000 base salary.
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Job Details
- Experience
- 1 to 3 years
- Required Skills
- SaaSHubSpotTroubleshootingCustomer support
Requirements
- 1 to 3 years of experience in a customer-facing role, preferably at a B2B SaaS company.
- Proven ability to solve complex, non-obvious customer issues with patience and critical thinking.
- Strong written communication skills to document requests and troubleshooting steps.
- Ability to explain the 'why' behind an issue to build customer trust.
- Familiarity with support tooling and the ability to learn new systems quickly.
- Positive approach toward AI as a tool for improving support efficiency.
- Experience in the mortgage or real estate industry is considered a plus.
Responsibilities
- Act as the primary contact for customers across email, chat, and phone for both individual and enterprise accounts.
- Resolve ambiguous, technical, and high-stakes support issues that exceed AI capabilities.
- Create and refine knowledge base articles to improve AI resolution rates and reduce ticket volume.
- Develop proficiency in mortgage and real estate workflows to communicate effectively with customers.
- Perform administrative actions such as refunds, cancellations, and billing corrections using Stripe.
- Collaborate with engineering to document and escalate product bugs and friction.
- Hand off inbound leads to the sales team.
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