Client Success & Support Specialist

Company: Wicked File.

Location: Roswell, Georgia (In-Person).

Job Type: Full-Time.

Wicked File is a rapidly growing AI technology company redefining how auto repair shops manage profitability and protect against financial risk. Our platform integrates with shop management systems, accounting tools, and financial data sources to surface hidden inefficiencies - empowering shop owners to make better decisions faster. Join a passionate, mission-driven team that values accountability, innovation, and customer success as we scale into the leading AI controller for the automotive repair industry.

We’re looking for a Client Success & Support Specialist to be a hands-on advocate for our customers while managing daily support operations. This role blends client account management, support operations, and product enablement. You’ll handle frontline support, run retrainings, document and escalate issues, and maintain our internal Knowledge Base. As you grow, you’ll likely take on greater responsibility in client onboarding and implementation.

• Support Operations:
• Respond to inbound tickets, calls, and chats through our helpdesk systems (You Track and Hub Spot).
• Diagnose and resolve Tier-1 issues, including disconnected integrations and syncing errors.
• Reproduce issues and document detailed steps, evidence, and context for Engineering escalation.
• Escalate issues effectively while ensuring good customer communication throughout the ticket process.
• Investigate and resolve billing issues, coordinate payment updates, and communicate outcomes clearly.

• Create and maintain Knowledge Base articles, video libraries, FAQs, and internal documentation to support customers and teammates.
• Identify gaps in resources or training based on support trends and customer feedback.
• Assist in onboarding and enablement efforts for new customers as your experience grows.

• Experience in SaaS customer support, client success, or a related role.
• Strong troubleshooting and analytical skills with a proactive, hands-on approach.
• Excellent written and verbal communication—able to translate complex concepts into clear steps.
• Proven ability to multitask and manage priorities in a fast-paced environment.
• Familiarity with ticketing systems (You Track, Hub Spot, Zendesk, or similar).
• Experience collaborating cross-functionally with Product, Engineering, and Sales teams.

• Understanding of accounting and bookkeeping principles - a strong plus for supporting shop financial accuracy during onboarding.
• Experience in the automotive repair industry - a strong plus for understanding customer pain points and terminology.
• Familiarity with data and integration troubleshooting.

• Associate’s degree or higher in Business, Accounting, Information Technology (IT), or a related field.
• Prior experience in a Helpdesk, IT support, or SaaS environment preferred.
• Proficiency with Google Workspace and CRM platforms (Hub Spot).

• Competitive salary and benefits package.
• Flexible paid time off policy.
• Health, dental, and vision insurance coverage.
• Career growth opportunities within a fast-scaling startup.
• A collaborative, innovative, and mission-driven culture.