Support Specialist

About Us We are a staffing services technology company that helps organizations design, build, and scale digital products and engineering capabilities. Our teams deliver end-to-end software development, engineering, and design services, and we provide flexible staffing solutions to augment internal teams with specialized talent—quickly and reliably. The Role We are looking for a talented and customer-focused Support Specialist to join our distributed client services team. Whether you are a mid-career support professional looking to broaden your scope in technical and client support operations or a senior-level Support Specialist ready to lead critical client success and issue resolution decisions, we have a spot for you on our ladder. You will work across the full client lifecycle, bridging the gap between client needs, internal engineering teams, and platform operations to ensure our clients receive timely, accurate, and exceptional support at every touchpoint. What You’ll Do • Client Support: Serve as the first point of contact for client inquiries, technical issues, and service requests; respond to and resolve client tickets, emails, and live chat interactions in a timely, professional, and empathetic manner across all support channels. • Collaborate: Work closely with Engineering Teams, Project Managers, Account Managers, and Product Teams in a fast-paced, distributed environment to escalate, investigate, and resolve complex client issues and service disruptions. • Issue Tracking & Resolution: Log, track, and manage client support tickets through the full resolution lifecycle using industry-standard helpdesk and CRM platforms (Zendesk, Salesforce, Jira Service Management, or similar); ensure all tickets are accurately documented, prioritized, and resolved within defined SLA timeframes. • Technical Troubleshooting: Perform first and second-level technical troubleshooting for platform, software, and service-related issues; diagnose root causes, implement solutions, and escalate complex technical issues to engineering or product teams with clear and detailed documentation. • Knowledge Management: Develop, maintain, and continuously improve support documentation including FAQs, knowledge base articles, troubleshooting guides, and standard operating procedures (SOPs) to empower clients and reduce repeat support inquiries. • Client Onboarding Support: Assist new clients through the onboarding process; provide platform orientation, answer configuration questions, and ensure clients are set up for success from day one of their engagement. • Reporting & Analytics: Monitor and report on key support metrics including ticket volume, resolution times, customer satisfaction scores (CSAT), and first contact resolution (FCR) rates; identify trends and recommend process improvements to enhance support efficiency and client satisfaction. • Compliance & Standards: Adhere to company support policies, data privacy regulations, and client confidentiality requirements; ensure all client interactions and data handling comply with applicable standards and internal guidelines. • Mentorship: Mentor junior support specialists and new team members; provide technical leadership on complex issue resolution, escalation management, and knowledge base development. • Continuous Improvement: Proactively identify recurring client pain points, platform issues, and support process gaps; collaborate with Product and Engineering teams to advocate for client-driven product improvements and platform enhancements. What We’re Looking For • Education: Bachelor's degree or higher in Business, Communications, Information Technology, or a closely related field; equivalent work experience will be considered. • Experience: 2–7+ years of hands-on client support or customer success experience in a SaaS, technology, staffing, or professional services environment. • Helpdesk & CRM Proficiency: Strong experience with helpdesk and CRM platforms such as Zendesk, Salesforce Service Cloud, Jira Service Management, Freshdesk, or similar; ability to manage high-volume ticket queues and maintain accurate client interaction records. • Technical Troubleshooting: Demonstrated ability to diagnose and resolve technical issues related to software platforms, integrations, and web-based applications; comfort engaging with engineering and product teams to escalate and resolve complex technical problems. • Communication Skills: Exceptional written and verbal communication skills; ability to explain complex technical concepts in clear, simple, and empathetic language to non-technical clients and stakeholders. • Time Management & Prioritization: Strong organizational skills and ability to manage multiple open tickets, client requests, and competing priorities simultaneously in a fast-paced, fully remote work environment. • Client Empathy: Demonstrated commitment to delivering an exceptional client experience; ability to remain calm, professional, and solution-focused when handling frustrated or escalated clients. • Knowledge Base Development: Experience creating and maintaining support documentation, FAQs, and knowledge base content in platforms such as Confluence, Notion, Guru, or similar. • Data & Reporting: Ability to track, analyze, and report on support metrics and KPIs; experience using reporting dashboards to identify trends and drive continuous improvement initiatives. Bonus Points • Certifications: HDI Support Center Analyst (SCA), Zendesk Support Administrator certification, Salesforce Service Cloud certification, or ITIL Foundation certification. • SaaS & Technology: Experience supporting SaaS platforms, APIs, or technology-enabled staffing and workforce management solutions. • Staffing & Engineering Industry: Familiarity with the staffing, engineering, or professional services industry; understanding of engineering project delivery workflows and client engagement models. • Automation & AI Tools: Experience leveraging AI-powered support tools, chatbots, and automation workflows (Intercom, Drift, or similar) to improve support efficiency and client self-service capabilities. • Multilingual: Proficiency in a second language (Spanish, French, or other) is a strong asset for supporting diverse client bases across the US and Canada. • Project Management: Familiarity with project management tools and methodologies (Asana, Monday.com, Jira, or similar) for managing cross-functional issue resolution and client escalation workflows. • Voice of the Customer: Experience conducting client satisfaction surveys, NPS programs, or Voice of the Customer (VoC) initiatives to gather client feedback and drive product and service improvements. • Data & Reporting: Proficiency in data visualization and reporting tools (Power BI, Tableau, Looker, or similar) for support performance dashboards and executive-level reporting. Compensation & Benefits We believe in paying top-of-market rates for top-tier talent. The base salary range for this role is $120,000 to $155,000, with exact placement determined by your skills, years of experience, and interview performance. Additional Benefits: Equity: Competitive stock option package. Remote Setup: Home office stipend to get your workspace set up perfectly. Health: Comprehensive medical, dental, and vision insurance. Time Off: Flexible PTO policy + Company Holidays. Growth: Annual learning and development budget. Retirement: 401(k) matching plan.