WinRed

Customer Support Specialist

WinRed

full-time

Posted on:

Location Type: Remote

Location: District of Columbia • Washington • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

About the role

  • 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

Requirements

  • 1–3 years of experience in customer support, customer success, or client services
  • Strong written and verbal communication skills
  • Experience working with support tools such as Intercom or similar platforms
  • Comfortable explaining technical concepts to non-technical users
  • Highly organized with strong attention to detail
  • Ability to manage multiple tasks in a fast-paced environment
  • Experience in SaaS or technology platforms (Nice to Have)
  • Exposure to customer documentation or knowledge base management (Nice to Have)
  • Experience assisting with webinars, trainings, or customer education initiatives (Nice to Have)
  • Familiarity with cross-functional collaboration across Product or Engineering teams (Nice to Have)
Benefits
  • 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportcustomer successclient servicesknowledge base managementwebinar assistancetechnical concept explanationdocumentation creationSaaS experiencesupport request triagecustomer training
Soft Skills
strong written communicationstrong verbal communicationhighly organizedattention to detailmulti-taskingfast-paced environment managementclear communicationcustomer inquiry resolutioncross-functional collaborationcustomer education