Customer Support Specialist

Who you are

• Are you passionate about solving problems, learning something new every day, and connecting with and helping customers? If so, we’d love to hear from you!
• We’re looking for a curious, solution-oriented, empathetic individual to join our Support Team as the Customer Support Specialist I
• Strong desire and passion for helping and supporting others, “Got Your Back” is our team mantra!
• Curious with great detective skills - problem solving really gets you excited!
• Tech savvy, a strong understanding of, and a thirst to learn, new technologies and tools
• 1 year experience in a customer-facing role at a SaaS software company
• Previous exposure with support tools (ex. Zendesk, Jira) are nice to have in this role
• Excellent written and verbal communication skills with attention to detail
• Strong organizational skills, calendar management, and prioritization are areas you excel in!
• Ability to multitask and context switch with ease

What the job involves

• Reporting to the Manager of Support, our Customer Support Specialists take ownership of troubleshooting and resolving reported issues in a timely manner, providing best-in-class customer service and creating customers for life. Our customers always know we have their back!
• This support role will cover core working hours of 10am - 6pm PT / 1 - 9pm ET
• To take note: In alignment with our “Got Your Back” team mantra, this role may occasionally require flexible scheduling to cover absences due to leave, illness, statutory holidays, or other unforeseen circumstances. A day in lieu will be provided in these instances
• Support: Provide personalized and relevant assistance to all Loopio users (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries
• Reproduce issues, review logs and internal resources as needed to debug issues
• Deliver viable workarounds and solutions to help customers meet deadlines
• Provide both quick and high-quality support to our customers, via email and phone
• Communicate complex information to customers in a simple and easy-to-understand format
• Empower: Create and maintain help center resources to aid customers in self-service
• Document internal learnings, assisting other support team members in solving tickets
• Participate in internal training sessions to teach your teammates new skills
• Partner: With the wider Customer Experience team, delivering value and contributing to customer retention
• With Engineering as the main support escalation point, bringing the voice of the user to prioritize software defects
• With Product and Design by sharing customer product feedback and discussing feature requests
• Learn: Continuously learn about new features and product improvements, maintaining SME knowledge
• Participate in team huddles to share new product learnings
• Spot trends and proactively identify areas for team/process/product improvements

The application process

• Deadline to Apply: 11 September 2026 at 05:00 BST

Benefits

• Robust Health Benefits
• Extended Parental Leave
• Employee Stock Options
• Professional Mastery Budget
• Remote Work Subsidies
• Annual Company Retreat
• Generous Paid Time Off Program
• Team Socials