Customer Support Specialist
New
S
SiftFraud prevention
Remote - USAFull-TimeJunior
Salary$50K - $80K; $50K – $80K; Zone 2: Estimated OTE $50K – $80K
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Job Details
- Experience
- 1–3 years of experience in a customer-facing support, service, or help-desk role, or equivalent practical experience
- Required Skills
- SQLSalesforceRESTful APIsWritten communicationSaaSZendeskCustomer support
Requirements
- Have 1–3 years of experience in a customer-facing support, service, or help-desk role, or equivalent practical experience.
- Communicate clearly, empathetically, and precisely in writing, including when customers are frustrated.
- Be comfortable learning new software tools and systems quickly.
- Have experience leveraging AI/LLM tools such as ChatGPT, Claude, or Cowork for day-to-day work and general fluency with AI-assisted workflows.
- Show curiosity about how things work and willingness to ask for help when needed.
- Bachelor’s degree in a relevant field or equivalent practical experience is a nice-to-have.
- Experience with support ticketing tools such as Zendesk or Salesforce is a nice-to-have.
- Exposure to SaaS products or basic familiarity with APIs and SQL is a nice-to-have.
- Interest in fraud, payments, or trust and safety is a nice-to-have.
Responsibilities
- Answer incoming support tickets and questions through support channels, with guidance from senior Support team members on unfamiliar or complex issues.
- Learn to diagnose common issues in Sift’s platform using documentation and escalation paths.
- Keep clear, accurate records of customer issues and resolutions in support tools.
- Recognize when an issue is beyond your current scope and involve the appropriate teammate or team.
- Identify gaps in internal documentation and contribute notes or suggested edits.
- Develop a working understanding of Sift’s product and the fraud landscape it operates in.
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