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Role Description

This role offers the opportunity to play a key part in delivering outstanding customer experiences within a fast-growing technology environment. As a Customer Support Specialist, you will serve as the first point of contact for users, helping them navigate the platform while ensuring their questions and issues are resolved quickly and effectively. In addition to direct support, you will contribute to building scalable support resources such as documentation, automation, and knowledge base content. The position combines hands-on customer interaction with operational improvement initiatives that enhance the overall support experience. You will collaborate with product, engineering, and internal teams to share insights and improve platform functionality. This role is ideal for someone who enjoys solving problems, learning new technologies, and contributing to a customer-first culture.

• Act as the primary point of contact for inbound customer support inquiries, providing timely and thoughtful assistance through chat-based support channels during standard business hours.
• Guide customers through platform features and workflows, ensuring a smooth and positive user experience throughout their journey.
• Develop deep product expertise to troubleshoot issues, answer questions, and support internal teammates with platform knowledge.
• Maintain and continuously improve self-service resources such as help center articles, tutorials, and product documentation to support scalable customer support.
• Analyze user sessions and support interactions to identify friction points, recommend improvements, and help optimize the customer experience.
• Collaborate with product and engineering teams by sharing customer feedback, reporting bugs, and assisting with testing new product features.
• Track support trends, customer feedback, and recurring issues to provide insights that inform product and operational improvements.
• Contribute to improving support operations through automation, faster response times, and enhanced documentation.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• At least 3 years of experience in customer support or a customer-facing role such as customer success, account management, or consulting.
• Strong ability to quickly learn and navigate new software platforms, ideally with experience in SaaS environments.
• Familiarity with accounting or finance-related tools (such as QuickBooks, Sage Intacct, or similar platforms) is a plus.
• Excellent verbal communication skills and a strong customer-first mindset.
• Exceptional written communication skills with the ability to produce clear, concise, and professional documentation.
• Analytical mindset with curiosity to understand customer workflows and identify areas for improvement.
• Ability to thrive in a fast-paced startup environment while managing multiple priorities.
• Comfortable working remotely and collaborating effectively within distributed teams.
• Experience using customer support and collaboration tools such as Intercom, Jira, Slack, or similar platforms is advantageous.

Benefits

• Competitive salary and stock option opportunities.
• 401(k) retirement plan with employer matching contributions.
• Comprehensive medical, dental, and vision insurance, including health plan options fully covered for employees and their families.
• Monthly wellness stipend to support personal health and well-being.
• Generous parental leave for both maternity and paternity.
• Remote work flexibility, including a stipend to set up your home office workspace.
• Generous vacation policy supporting work-life balance and travel flexibility.
• Team-building activities, company retreats, and branded merchandise.
• Opportunity to collaborate with a motivated and high-performing team in a supportive, people-focused culture.