Customer Support Specialist

About The Role We are seeking a highly motivated and technically skilled Customer Support Specialist to join our dynamic team. This role can be based remotely within the United States or on-site in West Palm Beach, FL. The ideal candidate will possess strong communication skills, a keen ability to troubleshoot and resolve customer inquiries, and a passion for delivering outstanding customer service. As a Customer Support Specialist, you will serve as the primary point of contact for our users, assisting them with product functionalities, resolving issues, and ensuring a positive experience with our platform. You will play a vital role in maintaining customer satisfaction, supporting product adoption, and contributing to the continuous improvement of our support processes.

Qualifications

• 1+ years of experience in SaaS-based customer support or technical support roles
• Excellent oral and written communication skills
• Strong computer proficiency, including experience with CRM tools such as HubSpot and Salesforce (preferred)
• Ability to work independently and collaboratively within a team
• Comfortable with repetitive and routine tasks
• Associate or Bachelor’s degree preferred
• Self-driven with a strong desire to learn and adapt to evolving processes
• Ability to troubleshoot technical issues and communicate solutions effectively
• Authorized to work in the United States; sponsorship is not available for this role

Responsibilities

• Manage inbound customer calls, emails, and chats while adhering to SLA standards
• Transfer inbound calls to appropriate departments such as HR, Accounting, or Marketing
• Troubleshoot customer requests, validate issues, and determine appropriate next steps
• Train customers on product functionalities to maximize platform utilization
• Communicate known bugs and issues with internal teams for resolution
• Document, input, and update support cases within CRM systems and other internal applications
• Conduct outbound follow-up activities to ensure case resolution and customer satisfaction
• Assist in growing customer satisfaction scores through proactive support and engagement
• Maintain inventory of snacks and beverages, replenishing as needed
• On an as-needed basis, support on-site activities such as package distribution, event setup, and office maintenance
• Support office cultural events, including packaging, shipping, labeling, and sorting tasks

Benefits

• The opportunity to be part of a rapidly growing company recognized for industry leadership
• Empowering and inclusive company culture focused on growth and learning
• Open time-off policy promoting work-life balance
• Comprehensive benefits package including medical, dental, vision, and life insurance
• 401(k) plan with company matching contributions
• Annual base salary ranging from $45,000 to $50,000, commensurate with experience
• Remote work flexibility within the United States, with a preference for candidates in or willing to work onsite in West Palm Beach, FL