Customer Support Specialist
New
B
Boulevard Labs, Inc.SaaS Platform
Fully remote, 9-6 ESTFull-TimeMiddle
Salary$31.25 per hour + 10% bonus of your annual base compensation
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Job Details
- Experience
- 2-4+ years
- Required Skills
- SaaSTroubleshootingTechnical supportCustomer support
Requirements
- 2-4+ years of customer-facing Enterprise Support experience in a fast-paced SaaS startup.
- Experience supporting a complex technical platform (e.g., data, reporting, user permissions, scheduling, payments).
- Well-versed in incident response at the Tier 1 Support level.
- Exceptional verbal and written communication skills.
- High emotional intelligence with the ability to manage complex customer interactions.
- Proven ability to troubleshoot issues with a solutions-oriented approach.
- Availability to work Monday-Friday, 9-6 EST with occasional extended days and holiday coverage.
- Resilient spirit and agility under pressure.
Responsibilities
- Assist customers via live chat, email, text, phone, and screen-sharing.
- Scope, troubleshoot, and resolve complex technical issues while displaying ownership.
- Communicate technical information effectively to customers with varying technical acumen.
- De-escalate complex interactions and manage escalations through defined channels.
- Contribute to knowledge bases, SOPs, and internal macros.
- Identify incidents and follow incident response protocols.
- Collaborate with Finance, Engineering, Product, and Customer Experience teams.
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