Own the full support lifecycle for Strategic Operators and Enterprise Customers, making real-time decisions about ticket prioritization, routing, and resolution approaches to consistently meet SLA commitments for time to resolution and solution quality on first response
Build and maintain support playbooks, processes, and documentation that codify best practices and enable the team to handle increasing complexity and volume without sacrificing quality
Identify recurring customer pain points and patterns across tickets, translating these insights into actionable process improvements and clear feedback loops with Product and Engineering teams
Operate with significant autonomy in determining how to solve customer problems within established frameworks, escalating strategically when issues require cross-functional alignment or have broader product implications
Navigate ambiguity in customer issues that may lack clear documentation or precedent, using technical judgment and resourcefulness to research, test, and deliver accurate solutions

Requirements

1–3 years of experience in customer support, preferably in a fast-paced SaaS environment
Hands-on experience with support platforms such as Zendesk or Salesforce Service Cloud
Technical aptitude sufficient to troubleshoot product issues, understand API basics, and communicate effectively with engineering teams
Demonstrated interest in or experience building support documentation, playbooks, or process improvements
Strong written communication skills with attention to clarity and detail.
Experience supporting telecommunications or carrier customers (Preferred)
Exposure to enterprise or strategic account support models (Preferred)
Process-oriented mindset with genuine interest in building scalable systems, not just solving individual problems (Preferred)
Ownership mentality—you follow issues through to resolution and proactively identify ways to prevent similar issues in the future (Preferred)
Comfort operating in environments where answers aren't always documented and creative problem-solving is required (Preferred)
Collaborative approach to working with Product, Engineering, and Customer Success teams to drive better outcomes for customers (Preferred)

Benefits

Employer-sponsored Insurance
Medical, dental, and vision (PPO & HDHP); 50% dependent coverage
Health, flexible spending, and dependent care accounts
Life, AD&D, and accident coverage, with company-paid life and long-term disability
401(k) with 3% company match (via Fidelity)
Flexible vacation policy and paid company holidays
Paid parental leave
Work-from-home equipment stipend
$1,000 annually to invest in your learning and growth
$1,000/year in charitable donation matching
Team lunch 2x per week

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supporttroubleshootingAPI basicsprocess improvementssupport documentationsupport playbooksticket prioritizationresolution approachesSaaS experiencetelecommunications support

Soft Skills

written communicationattention to detailownership mentalitycreative problem-solvingcollaborationprocess-oriented mindsetautonomyresourcefulnessstrategic escalationnavigating ambiguity