Customer Support Operations Specialist

📋 Description

• Work an assigned queue of SaaS support tickets, resolving customer and partner issues within SLA.
• Support the core CS team by answering process and tooling questions, helping with escalations, and
• Spot bottlenecks and repetitive work in core support processes (routing, tagging, macros, handoffs
• Build, maintain, and standardize SOPs, macros, and knowledge base articles so answers are
• Track core support metrics (FRT, resolution time, handle time, CSAT, SLA adherence) and backlog
• Route bugs and platform requests to Technical Support, Product, Engineering, and Ecommerce with

🎯 Requirements

• Bachelor’s degree or equivalent experience.
• 1+ years of experience in customer support, SaaS support, or a similar operations role (motivated
• Strong troubleshooting and problem-solving skills, with a habit of finding the root cause rather
• Hands-on familiarity with ticketing and tracking tools such as Zendesk, ClickUp, and Asana.
• Comfort working with data (spreadsheets, dashboards, or similar) to find patterns and measure the
• Clear written communication, including the ability to turn a messy process into simple

🎁 Benefits

• Unlimited PTO
• Paid Holidays
• Onsite Fitness Center
• Company Paid Life Insurance
• Casual Dress Code
• Competitive Pay