Customer Support Specialist – 2nd Line, 3rd Line
Jonas Software
Customer Service Lead
Wander
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Manage and resolve inbound customer requests for Wander Sites through chat, email, and helpdesk tools.
- Develop and refine support processes, SLAs, and escalation paths.
- Create and maintain customer-facing help center content and internal documentation.
- Partner with Product and Engineering to identify and escalate bugs or workflow issues.
- Analyze trends in support requests and provide actionable insights to improve product experience.
- Evaluate and implement support tooling (Zendesk, Intercom, Help Scout, etc.).
- Define and track KPIs such as response time, resolution rate, and customer satisfaction (CSAT).
Requirements
- 3–5+ years in customer support at a B2B SaaS company
- Experience standing up support processes or teams in an early or growth-stage environment
- Strong communication skills with empathy, clarity, and attention to detail
- Technical aptitude for understanding product workflows and troubleshooting issues
- Comfort collaborating cross-functionally in a fast-paced environment.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
support processesSLAsescalation pathsKPI trackingtroubleshootingcustomer satisfactiondata analysis
Soft skills
communicationempathyattention to detailcollaborationadaptability
