AI SaaS Support Specialist - Billing & Success

Replit; United States; À distance; USD 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k) match (US)

Paid time off

In-office setup reimbursement

Quarterly team gatherings

Commuter benefits

Résumé du poste

Replit is seeking a Support Specialist to help developers with billing, accounts, and product questions from our Foster City, CA office. You will be the voice of users, feeding insights to Product and Engineering and collaborating across teams to improve the platform.

You will work on a global team and use Zendesk, Linear, Slack, Stripe, Orb, and more to resolve tickets quickly in a fast-paced environment, with a strong emphasis on proactive communication and measurable results.

Qualifications

• 4+ years of customer support experience.
• Experience with support platforms (Zendesk), payment systems (Stripe, Orb), and ticketing workflows.
• Excellent communication skills and a proactive approach to resolving ambiguity.
• Ability to work efficiently in fast-paced, high-volume environments.
• Strong time management and ticket triage skills.
• Comfortable working in a metrics-driven environment.
• Able to work independently while collaborating with cross-functional teams.

Responsabilités

• Work directly with customers via support tickets to solve account, billing, and product issues, meeting daily ticket volume and resolution targets.
• Collaborate with the Support team to tell the story of our users to the company.
• Maintain and contribute to the Support’s Team Knowledge Base.
• Own and manage escalated customer interactions that are complex, sensitive, or high-impact across stakeholders.
• Help shape and refine support processes as the team and product grow.

Connaissances

Customer support

Zendesk

Stripe

Orb

Linear

Slack

Communication

Time management

Attentive to detail

Outils

Zendesk

Stripe

Orb

Linear

Slack

Description du poste

Replit is seeking a Support Specialist to help developers with billing, accounts, and product questions from our Foster City, CA office. You will be the voice of users, feeding insights to Product and Engineering and collaborating across teams to improve the platform.

You will work on a global team and use Zendesk, Linear, Slack, Stripe, Orb, and more to resolve tickets quickly in a fast-paced environment, with a strong emphasis on proactive communication and measurable results.