Customer Support Specialist
New
P
PushPressFitness Technology
USA, Pacific TimeFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1-2+ years
- Required Skills
- Customer SuccessSaaSSlackTroubleshootingCustomer support
Requirements
- 1-2+ years of experience in a customer support, customer success, or client-facing SaaS role
- Experience working in a chat-first support environment
- Ability to explain technical issues in plain language under time pressure
- Highly accountable and self-driven with ability to manage conversations from open to closed
- Strong troubleshooting skills with the ability to work without a complete playbook
- Detail-oriented with the ability to maintain accuracy under volume
- Comfortable learning new software quickly
- Experience with Zoom, Slack, and Intercom is preferred
- Comfortable utilizing AI to automate workflows
- Availability in Pacific Time required
- Ideal availability to work Sunday to Thursday
Responsibilities
- Respond to incoming chats in Intercom for Core clients with speed and accuracy
- Triage each conversation by resolving issues directly or escalating cleanly
- Follow up on snoozed and pending conversations to ensure resolution
- Maintain queue hygiene and response time standards throughout the shift
- Validate support articles, macros, and bot responses to identify outdated information
- Stay current on product changes and releases to provide accurate support
- Identify recurring patterns and surface trends to the Support Lead
- Collaborate with L1 and L2 teammates to share context and close knowledge gaps
- Hand off escalations with full context to ensure a seamless customer experience
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