Customer Support Specialist - Bilingual English + Spanish

Slip Robotics is a B2B Robotics-as-a-Service company deploying autonomous loading and unloading robots - Slip Bots and Slip Lifts - at warehouse and fulfillment sites across North America. Our customers are some of the largest shippers and 3PLs in the industry, and we're scaling fast. We build the robots, we deploy them, and we keep them running.

The Customer Support Specialist is the front-line operator of Slip Robotics' customer support function - the first point of contact for all customer-reported issues and the day-to-day executor of proactive fleet monitoring across active customer sites. This role works directly under the Customer Support Manager to triage, document, route, and track every open customer issue from first contact through confirmed resolution.

The person in this role must demonstrate:

• Proactive orientation. The primary measure of this role is how often issues are detected and acted on before the customer reports them. Reactive support is the floor, not the ceiling.
• Precision under pressure. Triage decisions made quickly and correctly - the right issue reaches the right team with the right context, every time.
• Ownership through resolution. Every ticket this specialist touches remains their responsibility until it is closed or formally handed off with complete context. Nothing falls through the cracks.
• Customer-first communication. Customers receive clear, professional, proactive updates. They do not chase Slip for status.
• Process discipline. Documentation is complete, accurate, and current. A ticket without a clear record is a liability.

Responsibilities:
1. Direct Team Support & Operations

• Execute the day-to-day operating model designed by the Customer Support Manager - follow defined triage protocols, escalation paths, SLA thresholds, and documentation standards consistently
• Manage the inbound ticket queue: triage all customer-reported issues promptly, classify by severity and type, determine the correct resolution path, and route with complete context - remote resolution, field tech dispatch, Field Engineering escalation, or Account Management transfer
• Maintain the ticket lifecycle in Jira (or successor system): every open issue must have a current status, a documented owner, a resolution plan, and an accurate record of all activity
• Own follow-through on every ticket in your queue: proactively track status, confirm receipt with receiving teams, and update records without waiting to be asked
• Identify patterns in ticket volume, issue type, and SLA performance; surface findings with supporting data to the Customer Support Manager on a regular cadence
• Support Customer Support Manager with performance reporting: contribute accurate ticket data, SLA tracking inputs, and proactive detection rate metrics

2. Cross-Functional Coordination

• Coordinate with Field Maintenance on technician dispatch: provide complete issue documentation - symptom, site, operational context, and urgency - so the team can act without needing to re-triage
• Route technical escalations to Field Engineering with full symptom documentation, not raw customer descriptions; follow up to confirm receipt and track resolution progress
• Partner with Field Logistics on parts-related inquiries: obtain accurate asset and parts status information to support customer communications and open ticket resolution
• Coordinate handoffs to Account Management for issues that have commercial or relationship dimensions; transfer full ticket context and confirm the handoff is received and active
• Serve as the day-to-day point of contact for international customers, including Spanish-speaking contacts on Latin American accounts; conduct support interactions in Spanish as required to ensure clear, professional communication without dependency on third-party translation
• Contribute to cross-functional process improvement: flag recurring handoff friction, documentation gaps, or routing inefficiencies to the Customer Support Manager

3. Fleet Monitoring & Customer Experience

• Monitor fleet health dashboards across all active customer sites on a defined cadence; identify anomalies, performance degradations, or failure indicators before customers report them
• Initiate…