Senior Customer Support Specialist
$75,000–$85,000 year
RemoteUnited States
Job Summary
Own the front line of customer support across chat, email, and video, resolving issues end-to-end with minimal hand-holding. Diagnose and troubleshoot complex technical issues, escalating to Product Engineering only when genuinely needed, while identifying patterns to drive process improvements and knowledge base content. Act as the connective tissue between Support, Sales, Product, and Customer Success to ensure nothing falls through the cracks. Help shape how we scale support as we grow by contributing to tooling decisions, workflow design, and team playbooks. You'll operate independently with high judgment, actively using AI in your workflow to resolve complex technical issues with confidence and speed. This role is fully remote with an Austin-based requirement, offering a salary of $75,000 plus $85,000 equity, alongside private medical, pension, and daily lunch.
Required Qualifications
- 5+ years in customer or technical support, within a B2B SaaS environment
- Strong written and verbal communication skills
- Strong troubleshooting skills
- Experience with customer support tools such as Zendesk, Intercom, Jira, Linear, others
- A genuine opinion and interest in AI and the future of work
- Must live in Austin to be considered
Desired Qualifications
- Startup-ready: adaptable, fast-moving, and hands-on
- Curious, coachable, and driven to exceed goals
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