Customer Support Specialist
New
B
BoulevardSaaS Platform
Remote - USA, Monday-Friday, 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
- Data management
Requirements
- 2-4+ years of customer-facing Enterprise Support experience in a fast-paced, scaling SaaS startup environment.
- Proven experience supporting a complex technical platform managing data, reporting, user permissions, scheduling, payments, or inventory.
- Strong proficiency in Tier 1 support incident response.
- Exceptional verbal and written communication skills with high emotional intelligence.
- Ability to work Monday-Friday, 9-6 EST with flexibility for occasional extended days, holidays, and on-call coverage.
- Demonstrated ability to exercise judgment and critical thinking under pressure.
- Experience using internal resources and external tools to manage support cases.
- Strong attention to detail and a solutions-oriented approach to problem-solving.
Responsibilities
- Assist customers via live chat, email, text, phone, and screen-sharing.
- Effectively scope, troubleshoot, anticipate downstream impact, and resolve technical issues.
- Distill and communicate technical information to customers with varying technical acumen.
- De-escalate complex interactions while following incident response protocols.
- Contribute to knowledge bases, SOPs, and internal macros.
- Surface customer trends, churn risks, and upsell opportunities to cross-functional teams.
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