WinRed

Customer Support

• Serve as a primary responder for customer inquiries via Intercom and email
• Triage and resolve support requests across Tier 1–Tier 4 issues
• Escalate technical issues to appropriate internal teams and track them through resolution
• Communicate clearly with customers regarding next steps, timelines, and outcomes
• Rotate through scheduled support roles, including onboarding, offboarding, and platform-specific support coverage
• Assist new users in understanding platform functionality and best practices
• Answer follow-up questions related to setup, configuration, and feature usage
• Create, edit, and maintain customer-facing support documentation in Intercom
• Work with Product and Engineering teams to document new features prior to deployment
• Update existing articles to reflect product changes and improvements
• Follow internal documentation standards to ensure clarity, consistency, and accuracy
• Assist with go-to-market activities for new feature launches by drafting support documentation
• Support webinar training materials as needed
• Host and support live customer training webinars
• Assist with scheduling webinars in Zoom and maintaining registration links
• Help update webinar landing pages and post webinar details internally
• Assist with recurring internal reporting related to customer support performance
• Help maintain accuracy of external-facing information used for customer communications
• Support ad-hoc operational projects related to customer experience and education

Customer Support Specialist