B2B SaaS Support Specialist - Fast, Detail-Driven

codes-health; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Codes Health is seeking a Customer Support Specialist to manage inbound inquiries across email, portal, and phone. You’ll own the daily queue for key accounts, ensuring rapid first responses within 2 business hours and resolutions within 24–48 hours for standard tickets.

You’ll triage, document delivery and billing questions, and resolve common issues without escalation while keeping customers informed. This execution-focused role helps refine playbooks as we scale.

Qualifications

• 3–5 years of B2B customer support experience, ideally in SaaS.
• Independent queue ownership at senior scope with minimal oversight.
• Clear, warm written communication style to de-escalate frustrated customers.

Responsibilities

• Manage daily queue of comments, tasks, and emails from key accounts; respond within 2 hours and resolve most standard tickets within 24–48 hours.
• Triage inbound tickets; document delivery, billing questions, and how-to inquiries without escalation.
• Escalate technical issues to the right owner and keep customers updated during resolution.

Skills

Customer support

SaaS

Queue management

Written communication

Attention to detail

Ambiguity tolerance

Escalation management

Tools

Pylon

Job description

Codes Health is seeking a Customer Support Specialist to manage inbound inquiries across email, portal, and phone. You’ll own the daily queue for key accounts, ensuring rapid first responses within 2 business hours and resolutions within 24–48 hours for standard tickets.

You’ll triage, document delivery and billing questions, and resolve common issues without escalation while keeping customers informed. This execution-focused role helps refine playbooks as we scale.