Customer Support Specialist; SaaS

About Alivo

At Alivo, we’re transforming how businesses connect with their customers. Using cutting‑edge AI, we help companies deliver instant, intelligent, and personalized communication that drives growth and customer loyalty. Our mission is simple: empower businesses to thrive by making every interaction unforgettable.

We are looking for a highly driven, customer‑obsessed Customer Support Specialist to serve as the front line for customer communication and issue resolution. This role is responsible for managing inbound customer inquiries, solving problems quickly and effectively, and ensuring customers feel supported every step of the way. You will work directly with customers to troubleshoot issues, answer questions, and provide a high level of communication that drives trust and satisfaction.

This role is critical to customer retention and overall customer experience. You will help customers navigate challenges, ensure nothing falls through the cracks, and serve as a key voice of the customer internally.

If you thrive in fast‑paced environments, enjoy solving problems, and are energized by helping customers succeed, this role is for you.

• Respond to inbound customer inquiries across email, phone, and support channels
• Serve as the first point of contact for customer questions, concerns, and issues
• Ensure timely, professional, and empathetic communication with every customer interaction

• Investigate customer issues thoroughly and identify root causes
• Troubleshoot platform, workflow, and operational challenges
• Work cross‑functionally to resolve issues quickly and completely
• Follow through to ensure customers feel fully supported and informed

• Maintain proactive communication throughout the support process
• Set clear expectations and provide consistent updates on issue status
• Build trust with customers by being reliable, thoughtful, and solution‑oriented
• Turn challenging situations into positive customer experiences

• Recognize recurring issues and surface trends to leadership and Product
• Recommend process improvements that reduce friction and improve customer satisfaction
• Help create and refine internal documentation and support workflows
• Contribute to building a world‑class support function as the company scales

• Partner with Customer Success to ensure continuity across the customer journey
• Work with Product and Engineering to escalate bugs and communicate customer feedback
• Coordinate with Sales and Onboarding when customer issues impact adoption or retention

• Maintain accurate notes, issue tracking, and customer updates in Hub Spot
• Ensure all support interactions are properly documented and actionable
• Use data and feedback to prioritize urgent issues and improve response quality

• Bachelor’s degree preferred, but not required
• 2–5+ years in Customer Support, Customer Success, Account Management, or similar customer‑facing role
• Strong problem‑solving ability and critical thinking skills
• Experience managing customer issues and driving resolution independently
• Excellent communication skills (both verbal and written)
• Highly organized with strong attention to detail and follow‑through
• Comfortable working in a fast‑paced, evolving startup environment

• Customer‑first and genuinely enjoy helping people
• A strong critical thinker who can solve problems without needing constant direction
• Calm under pressure and able to handle difficult customer conversations professionally
• Personable, empathetic, and able to build trust quickly
• Proactive and communicative—you do not let issues sit unresolved
• Adaptable and confident working across teams and priorities

• Experience in home services industries (roofing, siding, windows, etc.)
• Familiarity with AI, automation, or communication platforms
• Experience with CRM tools like Hub Spot
• Background in SaaS support, operations, or technical troubleshooting