Customer Support Specialist - Tier 1

Customer Support Specialist, Tier 1

The Customer Support Specialist, Tier 1, serves as part of the first line of support for our customers. In this role, you will deliver exceptional customer support through email, chat, and scheduled phone or video support interactions. In addition to supporting external customers, Support Specialists may also assist internal teams through support Slack channels, case follow-up, team collaboration, and the creation or maintenance of documentation and collateral related to product updates and internal processes.

This is a full-time, hybrid position based in our Denver office. As a member of the customer support team, you will actively communicate customer feedback, friction points, and emerging trends across the organization to help improve the overall customer experience. Support Specialists will collaborate cross-functionally to advocate for customers, contribute to proactive support solutions, and help ensure customer needs remain central to company decisions and product evolution.

Support Specialists are encouraged to leverage AI-assisted tools, workflow automations, internal knowledge resources, and support platforms to research issues, improve efficiency, and deliver faster, more accurate customer resolutions.

This role will operate in a hybrid capacity in our Denver, Colorado office

• Learn the ins and outs of Intellistack products and services
• Serve as a primary point of contact for incoming support requests via email, chat, and scheduled phone or video support
• Work in a fast-paced environment while meeting or exceeding customer support performance metrics and service expectations
• Use internal documentation, AI-assisted support tools, workflow automations, and knowledge resources to investigate issues and deliver accurate solutions efficiently
• Create and maintain written and/or video documentation and support resources
• Think creatively and proactively to solve customer issues and improve the support experience
• Share customer feedback and insights to support ongoing product and process improvements
• Collaborate cross-functionally with teams such as Sales, Product, and Customer Success to answer questions, provide feedback, and identify customer use-case solutions
• Continuously learn new technologies, workflows, and support best practices

• 1–2 years of experience in Customer Support or Service, preferably in a SaaS environment.
• Basic understanding of APIs, webhooks, and support platforms preferred
• Strong communication, problem-solving, and interpersonal skills.
• Proactive and resourceful with a willingness to learn and grow.
• Excellent time-management skills and adaptability to changing priorities.
• Comfortable using modern software tools and AI-assisted technologies
• Flexibility to work holidays and late shifts as needed.

• Experience with Salesforce, Zendesk, Hub Spot, or similar platforms
• Knowledge of APIs, webhooks, or SSO concepts
• Experience with AI-assisted tools or workflow automations
• Basic HTML, CSS, JavaScript, PHP, or Java knowledge
• Knowledge base or documentation experience
• Experience with SaaS, CRM, or document management platforms

Salary Range $50,000- $55,000. Actual compensation may vary based on skills, experience, and location.

Intellistack is an equal opportunity employer, passionately committed to equitable hiring and boldly dedicated to diversity in our work and teams. We do not discriminate in employment opportunities or practices based on actual or perceived race, color, religion, national origin, sex (including pregnancy, childbirth, or related conditions), age, marital status, sexual orientation, gender identity or expression, veteran status, uniformed service member status, disability, or any other characteristic protected by law.

We strongly encourage individuals from all backgrounds — especially women, people of color (including bilingual and bicultural individuals), LGBTQ+ persons, and people with disabilities — to apply. Even if you don't meet every single requirement, you might be the right candidate for this or other roles.