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

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

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

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