Customer Support Specialist

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-time

Experience: 2–4 years in a customer-facing role

Core Areas: Customer Support, Phone Support, Live Chat Support, Email Support, SaaS Troubleshooting, Subscription and Billing Management, Customer Feedback, Knowledge Base Management

Compensation: United States: $60,000–$75,000 annually.

About the Role

This Customer Support Specialist opportunity focuses on helping users navigate a cloud-based software platform, resolve account and technical issues, and make effective use of available tools and resources. The position serves as a primary contact for customer inquiries through phone, live chat, and email, providing responsive assistance, investigating problems, and ensuring users receive clear, practical solutions.

The role involves working closely with Product, Content, and technical subject matter experts to address complex questions, troubleshoot potential software bugs, and communicate customer feedback. Responsibilities also include improving support documentation, maintaining customer-facing knowledge resources, and helping identify opportunities to enhance the overall user experience. Familiarity with SaaS applications, subscription management, billing systems, and customer account tools is important for success.

What You'll Do

• Provide direct customer support through the phone support line, live chat, and email inbox, helping users navigate the platform and resolve questions or challenges.
• Assist customers in understanding and using platform features, tools, and available resources to get the most value from the software.
• Investigate customer inquiries and collaborate with Product, Content, and internal building-code experts to identify accurate solutions.
• Troubleshoot potential software issues, document suspected bugs, and communicate findings to the Engineering team for further investigation.
• Act as a customer advocate by collecting, organizing, and sharing user feedback with internal teams to inform product improvements, roadmap decisions, and strategy.
• Maintain and continuously improve internal customer support documentation, workflows, and processes.
• Take the lead in expanding and improving the external knowledge base to help customers find answers and use the platform more effectively.
• Support a positive customer experience by approaching inquiries with empathy, attention to detail, strong communication, and a problem-solving mindset.

Qualifications

Required Experience

• Minimum of 2–4 years of experience in a customer-facing role.

Required Skills

• Proficiency with modern cloud-based workplace tools, including Google Workspace, Slack, or comparable applications.
• Ability to quickly learn, adopt, and work effectively with new SaaS tools and software platforms.
• Comfort working with technical subscription management systems, billing tools, and customer account management applications.
• Strong verbal and written communication skills, with the ability to explain information clearly and engage customers in productive conversations.
• Excellent organizational skills, attention to detail, and the ability to manage customer inquiries and support tasks effectively.
• Strong problem-solving abilities, including the willingness to investigate unfamiliar technical issues and seek assistance when additional expertise is needed.
• Customer-focused approach with empathy, patience, and a commitment to providing helpful, personalized support.
• Willingness to continuously learn, adapt to evolving products and processes, and contribute to ongoing support improvements.
• Proactive, hands-on approach to responsibilities, with the flexibility to handle both small requests and more complex challenges.
• Approachable, down-to-earth communication style and a good sense of humor.

Preferred Qualifications

• Experience with Chargebee or a similar subscription billing and management platform.