Customer Support Associate

Spoiler Alert

Customer Support Associate at Spoiler Alert offering technical support to clients in the CPG sector. Involved in improving internal processes and collaborating with product and engineering teams.

Posted 4/30/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $65,000 - $70,000 per yearWebsite

About the role

Key responsibilities & impact

Proactive monitoring of customer platform usage during sales cycles via system alerts, email workflows and support tickets to ensure any issues that arise are successfully and rapidly resolved internally and with customers
Respond to, triage and drive resolution of all inbound support requests from customers and their buyers
Own escalated support issues to ensure that production blocking issues are rapidly resolved
Conduct proactive customer check-ins on platform usage with customer users while documenting feedback to drive improved customer results
Leverage our BI tool/platform to provide scheduled and ad-hoc customer analytics and reporting to ensure all customer deliverables and alerts are on-time and error free
Work with responsible Customer Team Managers to complete technical configuration, implementation and testing tasks/tickets during new customer onboarding and subsequent software upgrades
Play a key role in a range of initiatives to improve customer outcomes, platform adoption and productivity
Create and/or update internal support and external customer documentation
Be a subject matter expert in the Spoiler Alert platform and system features, functions and capabilities

Requirements

What you’ll need

2+ years experience in a customer support, customer success, or a professional services role at an enterprise B2B/SaaS technology company
Proven track record of meeting and exceeding KPIs leading to exceptional results in customer outcomes and internal productivity
Previous experience as a user of CRM and/or ticketing software - e.g. Salesforce, Zendesk, Kustomer, etc.
Mastery of PowerPoint and Excel
Excellent verbal and written communication skills with the ability to explain complex and technical concepts to a variety of stakeholders
Diligent, consistent attention to detail and management of administrative aspects of the job
Demonstrated eagerness to learn, adapt, and experiment and thrive in a fast-paced environment
Passion towards company’s mission and interest in sustainability, food waste reduction and innovative technology and analytic solutions

Benefits

Comp & perks

Remote-first environment, with co-working access for locals in BOS, NYC, & DEN
Competitive salary and stock option packages
Subsidized health, dental, and vision insurance plans
Climate-focused, pre-tax 401(k) and post-tax Roth 401(k) options
12-16 weeks of paid parental leave + flex return to work
15+ company holidays, including an "End of Year Reset Week"
20 vacation days and 10 sick days per year
Focus Fridays (no meetings after 1PM local)
Summer Fridays (1/2 day)
Paid volunteer outings and civic engagement leave
Annual flex funds for remote work needs, learning & development, and socializing with colleagues
Company-sponsored $500 FSA contribution

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer supportcustomer successtechnical configurationimplementationtestinganalyticsreportingKPI managementPowerPointExcel

Soft Skills

verbal communicationwritten communicationattention to detailadaptabilityproblem-solvingcustomer advocacycollaborationinitiativedocumentationstakeholder engagement