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Northbeam

Lead Support Specialist

Remote

AI overview

Drive improvements in customer support quality and consistency by handling complex inquiries and collaborating with cross-functional teams in a fast-paced remote environment.

About Northbeam

Northbeam is building the world's most advanced marketing intelligence platform, providing top eCommerce brands a unified view of their business data through powerful attribution modeling and customizable dashboards. Our technology helps customers accurately track ad spend, understand the full customer journey, and drive profitable growth.

We're experiencing rapid growth, have strong product-market fit, and are looking for the right people to help us scale. This is a rare chance to make a meaningful impact at a fast-moving, high-growth company. At Northbeam, you'll join a team of driven, collaborative, and talented individuals who value personal growth and excellence. We'd love for you to be part of our journey.

We're a remote-friendly company with offices in San Francisco and Los Angeles.

About the Role

The Lead Support Specialist role is a key member of the post-sales team, working closely with Customer Success and directly with customers, while partnering as needed with Product and Engineering. This role owns the quality and consistency of customer support while handling complex, ambiguous customer issues that require strong analytical thinking, clear communication, and cross-functional coordination. In addition to day-to-day support, this role is responsible for identifying where our support systems, processes, and tooling can improve, and helping drive those improvements. The ideal candidate understands digital marketing and analytics fundamentals, can reason through data discrepancies, and thrives in fast-moving, lightly structured environments.

Your Impact

  • Act as the primary point of contact for customer inquiries and internal support tickets from client-facing teams via email, recorded screenshares, live video calls, and internal channels
  • Handle complex, high-context customer issues that require investigation, explanation, and coordination across teams
  • Work directly with customers to troubleshoot setup, data health issues, and product-related questions
  • Identifies educational gaps in how customers understand the platform and works to close those gaps through documentation, product changes, improved onboarding, or better explanations
  • Collaborates closely with Customer Success, Product, and Engineering—working cross-functionally without needing deep backend expertise—and understands when to escalate technical or product-level issues with clear context and detailed reproduction steps
  • Proactively recommend and help implement improvements to support workflows, documentation, tooling, or handoff processes
  • Surface patterns in customer pain points and provide actionable feedback to Product and Engineering
  • This role will help shape how support operates and scales over time

What You Bring

EXPERIENCE

  • 3+ years of experience in Customer Support, Technical Support, or Customer Success
  • Experience supporting Software as a Service (SaaS) products
  • Background or working knowledge of digital marketing, analytics, or marketing technology
  • Experience working directly with customers in a fast-paced, high-touch environment
  • Excellent written and oral communication skills, with the ability to adapt messaging for technical and non-technical audiences
  • Strong ability to explain complex or technical concepts in clear, easy-to-understand language

TECHNICAL SKILLS

  • Proficiency in Microsoft Office Excel (for example: VLOOKUPs, SUMIFs, and similar functions)
  • Strong analytical and problem-solving abilities
  • Strong organizational and time management skills
  • Comfortable operating with ambiguity, limited structure, and evolving processes
  • Ability to manage multiple customer conversations and priorities simultaneously

#LI-Remote

Base Salary Range
$100,000—$140,000 USD

Actual compensation may vary based on experience, skills, and location.

In addition to your base salary, we offer an equity package, comprehensive healthcare benefits (medical, dental, and vision), and a 401(k) plan. Our team enjoys a flexible PTO policy, 12 company-paid holidays, and 12 weeks of paid parental leave. We also provide a $500 work-from-home stipend to support your remote setup.

Interview Process
The interview process varies by role but typically begins with a 30-minute interview with a Northbeam recruiter, followed by a video interview with the hiring manager. Next, candidates complete a role-specific video interview followed by video or onsite interviews with several team members. The final step is a video interview with our CEO/Co-founder. The entire interview process is usually 5-7 interviews total and requires around 5-8 hours of your time.

We accept applications on an ongoing basis.

Perks & Benefits Extracted with AI

  • Home Office Stipend: We also provide a $500 work-from-home stipend to support your remote setup.
  • Paid Time Off: Our team enjoys a flexible PTO policy, 12 company-paid holidays, and 12 weeks of paid parental leave.
Northbeam

Northbeam: Marketing intelligence platform using machine learning to optimize ads and deliver actionable insights for DTC and ecommerce brands.

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Salary
$100,000 – $140,000 per year
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