Customer Support Specialist

. Manage a queue of incoming support-related requests and work with your team to prioritize tasks.

Posted 4/8/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $110,000 - $130,000 per yearWebsite

Key responsibilities & impact

Manage a queue of incoming support-related requests and work with your team to prioritize tasks.
Respond to and action on issues, questions, and configuration needs from customers and internal members of the Success team, providing front-line support via email, support ticketing, and Zoom meetings.
Working with internal stakeholders to assess, prioritize, and mitigate issues, who might look like customer success managers, engineers, or fellow team members.
Attend virtual meetings with customers to analyze, troubleshoot, and diagnose problems.
Maintain proactive, engaged ownership and awareness throughout your daily workflow.
Keep customers informed of the status of their open support requests.
Identify, report, and document patterns and feedback on incoming requests and questions, providing useful data to inform the broader Jellyfish organization.
Assist in creating documentation and KB to better serve our internal and external customers.
Develop and maintain a deep understanding of both the Jellyfish Platform and our customers' specific needs.
Work with the team to improve internal processes and pursue side projects that increase efficiency.

What you’ll need

Technical support foundation: prior hands-on support experience with strong logical triage and debugging skills.
Resourceful problem solver: detail-oriented and creative in using available tools and information to identify solutions.
Triage expertise: rapidly assesses issues, follows the right process, stabilizes impact, communicates to key stakeholders, prevents escalation, documents actions, and drives both immediate workarounds and long-term resolution.
Self-starter: highly self-motivated with strong queue management and prioritization skills.
Customer and escalation management: able to manage multiple customer priorities at once, communicate promptly, and effectively use escalation workflows when needed.
AI fluency: experience using AI tools to craft effective prompts, validate outputs, extract key information, and apply insights in practical work across multiple projects.
Strong verbal and written communication skills.

Comp & perks

ATS Keywords

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Hard Skills & Tools

technical supportlogical triagedebuggingqueue managementescalation workflowsAI toolsproblem solvingdocumentationtroubleshootingcustomer support

Soft Skills

detail-orientedself-starterstrong communicationresourcefulprioritizationteam collaborationcustomer managementproactive ownershipengagementcreativity