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Customer Support Specialist
SourceWhaleCustomer Support Specialist providing technical support and improving product experience at SourceWhale. Collaborating with teams to ensure customer success in a SaaS environment.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support within the SaaS startup environment, with strong technical acumen and the ability to troubleshoot integrations effectively. Capable of communicating complex ideas clearly and working cross-functionally to enhance product improvements.
Highest-signal resume keywords
Customer Success ExperienceTechnical TroubleshootingCross-Functional CollaborationExcellent Communication SkillsRecruitment Technology Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical TroubleshootingIntegration SupportData Discrepancy ResolutionProduct Improvement IdentificationKnowledge Base Creation
Soft Skills
Strong Listening SkillsProblem SolvingProactive ApproachPresentation Skills
Tools & Technologies
Intercom
Industry Keywords
SaaSCustomer SupportRecruitment TechnologyStartup Environment
About the role
Key responsibilities & impact- Owning inbound support conversations in Intercom, from first response through to resolution and follow-up.
- Diagnosing and troubleshooting technical issues such as integrations, sync issues and data discrepancies.
- Reproducing issues reliably and capturing high-quality technical detail
- Communicating clearly with customers via chat, email, phone or video calls setting expectations and providing timely updates.
- Working cross-functionally with Product and Engineering to escalate issues, validate fixes and improve the product.
- Identifying recurring themes and pain points, collecting customer feedback, and helping guide prioritisation of product improvements.
- Creating and updating Intercom articles and FAQs to support automated customer support.
- Improving internal troubleshooting playbooks and support processes to increase speed and consistency.
- Continuously building your knowledge of our products, integrations, and the recruitment tech ecosystem.
Requirements
What you’ll need- Customer Success or Support experience in the SaaS startup space
- Experience working in a customer support capacity.
- Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences
- Strong listening and problem solving skills
- Ability to work with multiple ongoing priorities and live projects
- Ability to work cross-functionally with distributed remote teams in a startup environment
- Driven and proactive approach with a strong willingness to learn
- Experience troubleshooting integrations
- Experience working for a Recruitment Technology company
- Previous Recruiting experience would be a plus
- Strong presentation skills
- Strong technical acumen
Benefits
Comp & perks- 25 days PTO (not including federal holidays)
- Macbook + any extra tech or software necessary for your role.
- Remote first business with flexible working arrangements.
- WeWork Global Access Pass.
- Competitive health, dental, and vision packages, including two medical plan options with $0 premiums for employees.
- Extended mental health cover and Employee Assistance Programme (EAP).
- Compassionate leave policy.
- Company trips such as Miami & New York.
- First hand experience of a startup - huge ability to make an impact!