Customer Support Specialist; FTE

Customer Support Specialist

We're looking for a Customer Support Specialist to serve as a trusted product expert, supporting a diverse customer base while acting as a bridge between customers and internal technical teams. This role is ideal for someone who enjoys solving complex problems, improving processes, and helping shape the customer experience through thoughtful feedback and documentation. You'll work cross-functionally with Product, Engineering, and Operations to resolve issues, identify opportunities for improvement, and contribute to a high-quality support experience in a fast-paced SaaS environment.

Key Responsibilities:

• Respond to customer support inquiries, delivering timely, accurate, and high-quality resolutions.
• Serve as a product expert for customers and internal stakeholders.
• Partner with Product and Engineering to troubleshoot issues, communicate customer feedback, and improve the product experience.
• Organize and maintain operational documentation and knowledge resources for internal and external audiences.
• Identify recurring issues and recommend process or product improvements to increase efficiency and customer satisfaction.
• Support operational initiatives that improve workflows, scalability, and overall team effectiveness.

Qualifications:

• 1+ year of experience in customer support, operations, customer success, or a related role within a technology or SaaS company.
• Strong written communication and organizational skills.
• Excellent project management and multitasking abilities.
• Comfortable collaborating with both technical and non-technical stakeholders.
• Analytical mindset with an interest in understanding technical concepts and explaining them clearly to customers.
• Self-motivated, adaptable, and able to thrive in a fast-paced, evolving environment.

Preferred Qualifications:

• Spanish language proficiency (written and spoken).
• Experience using modern support and collaboration tools (e.g., help desk, ticketing, documentation, or project management platforms).
• Passion for improving processes and driving operational efficiency.
• Demonstrated curiosity, initiative, and willingness to take ownership of challenging problems.
• Experience creating customer-facing or internal documentation is a plus.