Customer Success Specialist – Tech Support

LeadingReach

Customer Success Specialist providing technical support for SaaS platform in a remote environment. Offering onboarding assistance and troubleshooting to enhance customer experience.

Posted 6/17/2026full-timeRemote • Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Provide timely, high-quality technical support via tickets, chat, and calls
Troubleshoot product issues and guide customers through resolutions
Support new customer onboarding and basic product training
Use Zoho CRM (and related tools) to document cases, activities, and follow-ups
Escalate complex issues and collaborate with Product and Engineering teams
Act as the voice of the customer by sharing trends and feedback internally
Help ensure support requests meet service-level expectations (SLAs)
Comfortably work with AI-assisted platforms and tools, applying good judgment to identify when human review or escalation is appropriate
Contribute to internal documentation and customer-facing help resources

Requirements

What you’ll need

2+ years of experience in customer success, technical support, or a related role
Experience supporting SaaS or cloud-based software products
Comfort working in CRM and support ticketing systems ( Zoho CRM experience is a plus)
Strong communication skills and the ability to explain technical concepts clearly
Organized, detail-oriented, and able to manage multiple requests at once
A collaborative mindset and willingness to learn and grow

Benefits

Comp & perks

100% Remote , must be based in the U.S
Startup environment within a stable, industry-leading company
20 days PTO, 6 paid mental health days , plus paid holidays
Company-sponsored health, vision and dental benefits
Matching 401k with no vesting period
Remote work and cell phone stipend
Flexible schedule that emphasizes a collaborative team synergy with personal accountability
Regular company (often themed) events: virtual happy hours, our annual company holiday party, group game nights and other fun team events

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingcustomer onboardingproduct trainingSaaScloud-based softwaredocumentationservice-level expectationsAI-assisted platforms

Soft Skills

communicationorganizationaldetail-orientedcollaborativewillingness to learn