The Customer Support Specialist is a frontline role responsible for delivering high-quality support to customers while also supporting customer education, documentation, onboarding workflows, and live training initiatives. This role partners closely with Customer Success, Product, and Operations teams to ensure customers receive timely, accurate assistance and have the resources they need to succeed on the platform.
This position is ideal for someone who is detail-oriented, customer-focused, and comfortable balancing reactive support with proactive education and documentation work.
Core Responsibilities
Customer Support & Issue Resolution
- Serve as a primary responder for customer inquiries via Intercom and email
- Triage and resolve support requests across Tier 1–Tier 4 issues
- Escalate technical issues to appropriate internal teams and track them through resolution
- Communicate clearly with customers regarding next steps, timelines, and outcomes
- Rotate through scheduled support roles, including onboarding, offboarding, and platform-specific support coverage
Onboarding & Customer Enablement
- Support customer onboarding and offboarding workflows based on team schedules
- Assist new users in understanding platform functionality and best practices
- Answer follow-up questions related to setup, configuration, and feature usage
Support Documentation & Knowledge Base
- Create, edit, and maintain customer-facing support documentation in Intercom
- Work with Product and Engineering teams to document new features prior to deployment
- Update existing articles to reflect product changes and improvements
- Follow internal documentation standards to ensure clarity, consistency, and accuracy
Go-To-Market Support
- Assist with go-to-market activities for new feature launches by:
- Drafting support documentation for new features
- Updating feature summary documentation
- Supporting webinar training materials as needed
- Track and complete assigned tasks within go-to-market workflows
Webinars & Customer Education
- Host and support live customer training webinars, including:
- Weekly “Getting Started” webinars for new users
- Bi-weekly advanced training webinars for experienced users
- Assist with scheduling webinars in Zoom and maintaining registration links
- Help update webinar landing pages and post webinar details internally
Operational & Reporting Support
- Assist with recurring internal reporting related to customer support performance
- Help maintain accuracy of external-facing information used for customer communications
- Support ad-hoc operational projects related to customer experience and education
Requirements
Qualifications
- 1–3 years of experience in customer support, customer success, or client services
- Strong written and verbal communication skills
- Experience working with support tools such as Intercom or similar platforms
- Comfortable explaining technical concepts to non-technical users
- Highly organized with strong attention to detail
- Ability to manage multiple tasks in a fast-paced environment
Nice to Have
- Experience in SaaS or technology platforms
- Exposure to customer documentation or knowledge base management
- Experience assisting with webinars, trainings, or customer education initiatives
- Familiarity with cross-functional collaboration across Product or Engineering teams
Benefits
- Healthcare
- Dental & Vision coverage with HSA option
- 401k with company contribution
- Unlimited PTO
- 3 months paid maternity & paternity
- Issued Company Laptop
- Noise Cancelling headphones
- WFH Equipment Stipend
- Digital News Subscription
