Customer Support Specialist
ATR · San Francisco, California, United States
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.