Senior Customer Support Specialist
New
A
AllegoSaaS Technology
This position is posted as hybrid, however remote candidates may be considered., 9:00 a.m.- 6:00 p.m. Eastern Standard TimeFull-TimeSenior
Salary$53,000 - $65,000 base + 10% variable + equity
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Job Details
- Experience
- 3+ years
- Required Skills
- SaaSZendeskMentorshipTechnical supportCustomer support
Requirements
- 3+ years of experience in customer support, technical support, SaaS support, or a related customer-facing technical role.
- Demonstrated experience handling complex escalations and mentoring or guiding other team members.
- Excellent communication, writing, and problem-solving skills.
- Ability to operate in an extremely fast-paced and evolving start-up environment.
- Detail-oriented and driven by quality.
- Exceptional conflict resolution and de-escalation skills.
- Calm under pressure.
- Experience with Zendesk (preferred).
- Flexibility to work within core operational hours of 8:00 AM – 9:00 PM EST.
- Flexibility to cover later hours occasionally.
Responsibilities
- Resolve incoming technical customer support questions via email, phone, or troubleshooting screen-share meetings.
- Perform initial troubleshooting and assessment of sensitive or complex technical issues.
- Determine when technical escalations to DevOps are required.
- Provide training and guidance to other support team members.
- Translate technical information into clear, customer-friendly communications.
- Design and document technical best practices, procedures, and training programs.
- Lead the team through organizational shifts and maintain high morale.
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