Customer Support Specialist

Customer Support Specialist | SaaS & AI Technology

Location: San Francisco, CA | 100% Onsite (Monday–Friday)

Salary: $90,000–$120,000 annually + comprehensive benefits (i.e., generous health insurance packages, 401(k) with match, commuter benefits, and MORE)

Position Type: Full-Time

We're partnering with a rapidly growing, AI-focused software company in San Francisco that's looking to add a Customer Support Specialist to its team. This isn't your typical customer service position. We're looking for someone who enjoys digging into technical challenges, figuring out why things aren't working, and helping customers navigate a sophisticated software platform. You'll work closely with Product and Engineering, gain exposure to emerging AI technologies, and play an important role in shaping the customer experience as the company continues to scale.

If you're someone who enjoys the pace of a startup, takes pride in solving problems, and wants to develop deeper technical expertise, we encourage you to apply!

What You'll Be Doing

• Own a steady volume of customer inquiries, typically handling up to 40 support cases per day.
• Diagnose and resolve software-related questions, including product functionality, workflow configurations, integrations, and system errors.
• Research issues independently using diagnostic tools, customer account information, and AI-assisted troubleshooting resources.
• Support customers primarily through written channels.
• Work alongside technical teams to investigate product defects and coordinate resolutions when escalation is needed.
• Identify common customer pain points and recommend improvements to support processes and resources.
• Balance day-to-day ticket management with more involved technical investigations.

What We're Looking For

• At least 2 years of experience in a customer support or product support role, ideally within a SaaS or technology company.
• Experience working in a busy, queue-based support environment with responsibility for resolving a meaningful volume of daily tickets.
• Familiarity with customer support systems such as Zendesk, Intercom, Pylon, Freshdesk, Jira, or similar platforms.
• An analytical approach to troubleshooting and a willingness to investigate problems beyond the surface level.
• Strong written communication skills and the ability to make technical information easy to understand.
• A customer-first mentality, sound judgment, and the ability to manage competing priorities.
• Comfort operating in an evolving, high-growth environment where adaptability and initiative matter.
• Availability to work onsite in San Francisco five days per week.

Experience That Would Set You Apart

• Background supporting B2B SaaS, CRM, or AI-powered products.
• Previous experience in a startup or Tier 2 support environment.
• Exposure to APIs, software integrations, automation workflows, or data synchronization issues.
• Familiarity with AI-powered productivity or technical troubleshooting tools.