Northbeam

Lead Support Specialist

Northbeam

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $100,000 - $140,000 per year

Job Level

Senior

About the role

  • Act as the primary point of contact for customer inquiries and internal support tickets from client-facing teams via email, recorded screenshares, live video calls, and internal channels
  • Handle complex, high-context customer issues that require investigation, explanation, and coordination across teams
  • Work directly with customers to troubleshoot setup, data health issues, and product-related questions
  • Identifies educational gaps in how customers understand the platform and works to close those gaps through documentation, product changes, improved onboarding, or better explanations
  • Collaborates closely with Customer Success, Product, and Engineering—working cross-functionally without needing deep backend expertise—and understands when to escalate technical or product-level issues with clear context and detailed reproduction steps
  • Proactively recommend and help implement improvements to support workflows, documentation, tooling, or handoff processes
  • Surface patterns in customer pain points and provide actionable feedback to Product and Engineering
  • This role will help shape how support operates and scales over time

Requirements

  • 3+ years of experience in Customer Support, Technical Support, or Customer Success
  • Experience supporting Software as a Service (SaaS) products
  • Background or working knowledge of digital marketing, analytics, or marketing technology
  • Experience working directly with customers in a fast-paced, high-touch environment
  • Excellent written and oral communication skills, with the ability to adapt messaging for technical and non-technical audiences
  • Strong ability to explain complex or technical concepts in clear, easy-to-understand language
  • Proficiency in Microsoft Office Excel (for example: VLOOKUPs, SUMIFs, and similar functions)
  • Strong analytical and problem-solving abilities
  • Strong organizational and time management skills
  • Comfortable operating with ambiguity, limited structure, and evolving processes
  • Ability to manage multiple customer conversations and priorities simultaneously
Benefits
  • equity package
  • comprehensive healthcare benefits (medical, dental, and vision)
  • 401(k) plan
  • flexible PTO policy
  • 12 company-paid holidays
  • 12 weeks of paid parental leave
  • $500 work-from-home stipend
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer SupportTechnical SupportCustomer SuccessSaaSdigital marketinganalyticsMicrosoft Office Excelproblem-solvingdata health troubleshootingdocumentation
Soft Skills
communicationorganizational skillstime managementanalytical skillsadaptabilitycollaborationcustomer empathyinvestigative skillsproactive improvementmultitasking