Support Specialist

Own and manage the customer support queue, responding promptly, professionally, and thoroughly to inquiries
Troubleshoot incoming customer issues as the first point of contact
Escalate complex technical or integration issues to the Technical Support Specialist with clear context
Identify recurring bugs, confusing workflows, trends, and customer friction, and surface them to management
Manage the ticketing system and implement improvements with the Customer Success team
Contribute to an internal knowledge base and create external customer self-support resources
Communicate with customers and internal teams, surface product issues and ideas, flag account health concerns, and identify upsell signals

• 2+ years of experience in customer support, ideally in B2B SaaS, with a proven record of handling a support queue
• Strong written and verbal communication skills
• Experience with support platforms such as Pylon, Zendesk, or similar
• Track record of improving support operations
• High degree of autonomy and ownership of the support queue and ticketing process
• Familiarity with financial/accounting terminology and concepts
• Based in the Atlanta area and able to work in a hybrid capacity

Demonstrates expertise in managing customer support queues and ticketing systems, with a focus on improving support operations and enhancing customer experience. Proficient in troubleshooting and escalating technical issues while effectively communicating with customers and internal teams.

• Customer Support Management
• B2B SaaS Experience
• Support Platform Proficiency
• Communication Skills
• Process Improvement