We are looking for a highly driven, customer-obsessed Customer Support Specialist to serve as the front line for customer communication and issue resolution. This role is responsible for managing inbound customer inquiries, solving problems quickly and effectively, and ensuring customers feel supported every step of the way. You will work directly with customers to troubleshoot issues, answer questions, and provide a high level of communication that drives trust and satisfaction.

This role is critical to customer retention and overall customer experience. You will help customers navigate challenges, ensure nothing falls through the cracks, and serve as a key voice of the customer internally.

If you thrive in fast-paced environments, enjoy solving problems, and are energized by helping customers succeed, this role is for you.

What You'll Do

Manage Inbound Customer Support

Respond to inbound customer inquiries across email, phone, and support channels
Serve as the first point of contact for customer questions, concerns, and issues
Ensure timely, professional, and empathetic communication with every customer interaction

Solve Problems & Drive Resolution

Investigate customer issues thoroughly and identify root causes
Troubleshoot platform, workflow, and operational challenges
Work cross-functionally to resolve issues quickly and completely
Follow through to ensure customers feel fully supported and informed

Deliver an Exceptional Customer Experience

Maintain proactive communication throughout the support process
Set clear expectations and provide consistent updates on issue status
Build trust with customers by being reliable, thoughtful, and solution-oriented
Turn challenging situations into positive customer experiences

Identify Patterns & Improve Processes

Recognize recurring issues and surface trends to leadership and Product
Recommend process improvements that reduce friction and improve customer satisfaction
Help create and refine internal documentation and support workflows
Contribute to building a world-class support function as the company scales

Collaborate Cross-Functionally

Partner with Customer Success to ensure continuity across the customer journey
Work with Product and Engineering to escalate bugs and communicate customer feedback
Coordinate with Sales and Onboarding when customer issues impact adoption or retention

Manage Support Activity & Reporting

Maintain accurate notes, issue tracking, and customer updates in HubSpot
Ensure all support interactions are properly documented and actionable
Use data and feedback to prioritize urgent issues and improve response quality

What You Bring

2+ years in Customer Support, Customer Success, Account Management, or a similar customer-facing role
Experience managing customer issues and driving resolution independently
Experience handling high-volume inbound support
Excellent communication skills, with business-fluent English
Highly organized with strong attention to detail and follow-through
Comfortable working in a fast-paced, evolving startup environment
Experience with CRM tools like HubSpot
Familiarity with AI, automation, or communication platforms
Background in SaaS support, operations, or technical troubleshooting
Eligible to work in the United States

Who You Are

Customer-first and genuinely enjoy helping people
A strong critical thinker who can solve problems without needing constant direction
Calm under pressure and able to de-escalate difficult customer conversations professionally
Personable, empathetic, and able to build trust quickly
Proactive and communicative—you do not let issues sit unresolved
Adaptable and confident working across teams and priorities

Bonus Points For

Bachelor’s degree in any field
Experience in home services industries (roofing, siding, windows, etc.)
Business-fluent Spanish

Company Sponsored Insurance Offerings

Health
Vision
Dental

Long Term Financial Benefits

Employee equity
401(k)

Time to Recharge

Unlimited paid time off
Paid sick time

Learn more about this Employer on their Career Site