Customer Experience & Support Specialist

Middesk; San Francisco (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Middesk is seeking a Customer Experience-oriented Support Associate to help customers understand and maximize Middesk products. You will work onsite in our NYC or SF office, aligned to PST hours, and collaborate with cross-functional teams to enhance product usage and customer satisfaction.

You will respond to inquiries, troubleshoot issues, and contribute to knowledge base content while supporting customers daily. This role emphasizes clear communication and a customer-first mindset.

Qualifications

• Bachelor’s Degree or equivalent work experience.
• Flexibility with changing job duties and responsibilities.
• Time management and prioritization skills.
• Proactive communication skills and ability to manage up across multiple time zones.
• Excellent research, critical thinking, and customer service skills.
• Process and solution orientation with a high attention to detail and comfort with making decisions with available resources.

Responsibilities

• Become an expert in Middesk products and be a go-to resource for customers and colleagues.
• Handle customer questions from start to finish autonomously.
• Use email, video calls and phone to help customers optimize their use of Middesk products, including onboarding and ongoing support.
• Contribute to documentation, internally about our products and externally for our customers.
• Collaborate with EPD and GTM to implement new products and improve processes.

Skills

Proactive communication

Customer service

Time management

Prioritization

Time zone coordination

Attention to detail

Education

Bachelor's Degree

Job description

Middesk is seeking a Customer Experience-oriented Support Associate to help customers understand and maximize Middesk products. You will work onsite in our NYC or SF office, aligned to PST hours, and collaborate with cross-functional teams to enhance product usage and customer satisfaction.

You will respond to inquiries, troubleshoot issues, and contribute to knowledge base content while supporting customers daily. This role emphasizes clear communication and a customer-first mindset.