Customer Support Specialist (FTE)
On-siteAustin, Texas, United States
Job Summary
Respond to customer support inquiries with timely, accurate resolutions while serving as a trusted product expert for both customers and internal stakeholders. Partner cross-functionally with Product and Engineering to troubleshoot issues, communicate feedback, and recommend process improvements that increase efficiency and customer satisfaction. Organize operational documentation and knowledge resources for diverse audiences, identifying recurring issues to drive workflow scalability and overall team effectiveness. This role operates within a fast-paced SaaS environment, requiring strong analytical skills and the ability to thrive in an evolving setting.
Required Qualifications
- 1+ year of experience in customer support, operations, customer success, or a related role within a technology or SaaS company
- Strong written communication and organizational skills
- Excellent project management and multitasking abilities
- Comfortable collaborating with both technical and non-technical stakeholders
- Analytical mindset with an interest in understanding technical concepts and explaining them clearly to customers
- Self-motivated, adaptable, and able to thrive in a fast-paced, evolving environment
Desired Qualifications
- Spanish language proficiency (written and spoken)
- Experience using modern support and collaboration tools (e.g., help desk, ticketing, documentation, or project management platforms)
- Passion for improving processes and driving operational efficiency
- Demonstrated curiosity, initiative, and willingness to take ownership of challenging problems
- Experience creating customer-facing or internal documentation is a plus
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