Tier 1 Support Specialist Job Eagan area,Minnesota USA,Customer Service/HelpDesk

About DOPE Marketing

DOPE Marketing is a direct mail automation platform serving thousands of home service businesses across the United States. We've grown from a startup to a $28M+ revenue company in just over six years by building technology that makes direct mail as easy as running a digital ad. Our platform combines data-driven targeting, automated campaign management, and a full-service print and mail operation, all accessible through software that our clients use every day.

The

Tier I Support Specialist Role

The Tier I Support Specialist plays a critical role on our Customer Success Team, ensuring client accounts are running smoothly, resolving issues promptly, and creating a positive experience for every customer. In this role, you’ll be the first point of contact for client questions, troubleshooting, and process guidance while collaborating with the internal team to keep campaigns on track.

Our clients are home service business owners: HVAC, roofing, landscaping, plumbing. They're busy, they're direct, and they need fast answers. If you can handle a high volume of client interactions, multitask without dropping the ball, and turn frustrated clients into loyal ones, this role has real growth potential.

Core Duties / What You Will Own

Triage inbound issues accurately —act as the first point of contact for client inquiries via email, phone, and chat, ensuring prompt and professional responses
Resolve common/known issues independently using existing documentation and resources —Identify and troubleshoot technical issues, work with clients and internal teams to resolve them effectively
Provide guidance and support to clients in using our software, tools, and services
Escalate complex issues with enough context for leadership to act on quickly
Document customer interactions and resolutions in the CRM system to maintain timely, accurate and comprehensive records
Contribute to improving processes by identifying opportunities for enhanced service delivery
Maintain rigorous time management to resolve customer issues and drive platform adoption
Collaborate with internal teams to identify, elevate and resolve recurring client issues
Represent the brand well under pressure

What We Are Looking For

1+ years of experience in customer support, client success, or account management —this is a junior position perfect for recent college grads or experienced professionals looking for a new career as part of a fast paced start-up environment. (Internships and part-time work experience is applicable)
Familiarity with support platforms (Crisp, Intercom, Zendesk, or similar) and CRM systems (Hub Spot experience is a strong plus)
Exposure to / experience with basic troubleshooting on web-based or cloud applications
Comfort with AI-powered support tools and a willingness to leverage automation
Exceptional written and verbal communication, you can de-escalate a frustrated client and make them feel heard
Analytical mindset, you use data to identify trends, not just gut feeling
Ability to work cross-functionally with sales, product, and operations teams
You take ownership. When a client has a problem, it becomes your problem until it's resolved
Strong inquisitive, communication and multitasking skills and the ability to self-direct work with a focus on action
Excellent time management and prioritization capabilities
Relevant industry experience in home service or local business, online retail, social commerce is a plus. The more familiar and confident you are already with communicating B2B, the better
Applicable certifications are a plus (Ex: Hub Spot, Zendesk, etc)

You’re right for this role if you have:

A naturally inquisitive mindset coupled with strong problem-solving instincts that translated into the ability to reproduce issues and isolate root causes
Excellent communication (verbal and written) and de-escalation skills
Great organizational habits, prioritization capabilities and the ability to juggle multiple priorities
A bias for action and the ability to direct your own work

This Role Is Probably NOT For You If:

You see support as a dead-end role. (We see it as the heartbeat of the client experience!)
Lack of a sense of urgency — you…