Client Support Specialist

Responsibilities:

• Serve as the first point of contact for installers, admins, and users requiring support in the EST and Central time zones.
• Respond to support requests promptly to meet client SLAs.
• Create and maintain policies, procedures, training manuals, and support-related resource materials.
• Advocate for customers and define ways to contribute to the customer experience continually.
• Identify trends in customer requests and product performance; share insights with Product, Engineering, and Partnerships to drive continuous improvement.
• Partner with operations and support delivery teams to identify, monitor, and report trends.
• Work closely with accounts on an ongoing basis to ensure success and, in turn, create referrals and case studies.

Requirements:

• Remote; must be in the Eastern Time Zone.
• 1-3 years of experience in client support.
• Demonstrated track record of improving support systems, not just handling tickets (e. g., wrote documentation, built playbooks, created self-service resources).
• Intercom experience is a strong plus.
• Salesforce experience is a strong plus.
• SaaS experience is a plus.