Customer Support Specialist

  • San Francisco, California, United States
  • Full-Time
  • On-Site
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Job Description:

Customer Support Specialist

Location: San Francisco, CA (Onsite, 5 days/week)
Compensation: $90,000–$120,000/year + rich, comprehensive benefits
Employment Type: Full-Time

About the Role

We are seeking a technically curious, customer-focused Customer Support Specialist to join a fast-growing, AI-driven SaaS company in San Francisco.

This role is ideal for someone who thrives in a fast-paced startup environment, enjoys solving complex problems, and takes ownership of customer issues from start to finish. You'll manage a high-volume support queue while troubleshooting technical challenges and collaborating with internal teams to deliver an exceptional customer experience.

Key Responsibilities

  • Manage approximately 20–40 customer support tickets daily, maintaining speed, accuracy, and quality.
  • Troubleshoot product issues, workflows, integrations, configurations, and technical bugs.
  • Investigate and reproduce issues using internal tools, logs, and AI-powered resources before escalating.
  • Provide clear, concise, and empathetic customer communication through email and Slack.
  • Collaborate with Engineering and Product teams to resolve complex issues and identify recurring problems.
  • Prioritize urgent customer requests while balancing daily support responsibilities.
  • Contribute to improving support processes, documentation, and automation.

Qualifications

  • 2+ years of customer support experience, preferably in B2B SaaS or technology.
  • Proven experience managing a high-volume support queue (ideally 20–40 tickets/day).
  • Experience with ticketing platforms such as Zendesk, Intercom, Pylon, Jira, or Freshdesk.
  • Strong technical aptitude, troubleshooting skills, and natural curiosity.
  • Excellent written and verbal communication skills, with an ability to explain complex issues concisely.
  • Comfortable working in a fast-paced startup environment with evolving processes.
  • Ability to work onsite in San Francisco five days per week.

Nice to Have

  • Experience at an AI, CRM, or high-growth SaaS company.
  • Tier 2 technical support or startup experience.
  • Familiarity with APIs, integrations, workflow automation, or CRM systems.
  • Experience leveraging AI tools to troubleshoot and resolve customer issues.