Customer Support Lead — AI SaaS Growth

Flossy; Oregon; Hybrid; USD 55,000 - 85,000; Full time

Job summary

Flossy is seeking an organized, customer-obsessed Customer Support Specialist to own the support experience as we scale an AI-powered platform. You’ll be the first touchpoint for customers, manage tickets from first reply to resolution, and ensure no request falls through the cracks.

In this role you will triage inquiries, route technical issues to the right teammates, maintain a clean ticketing system, and craft helpful responses and articles to reduce repeat issues while raising customer

Qualifications

• 3–5 years of experience in customer support or a client-facing role.
• Experience working in a ticketing system such as Zendesk, Intercom, Freshdesk or HubSpot.
• Excellent written communication - clear, kind and concise.
• Highly organized and detail-oriented with ability to manage many requests.
• Problem-solver mindset and willingness to dig in before escalating.
• Quickly learn new software and curious about AI products.
• Thrives in a fast-moving environment with evolving priorities.

Responsibilities

• Own customer support. Be the first point of contact for customers and manage every request until resolved.
• Field and triage tickets. Respond quickly, assess urgency, and route technical issues appropriately.
• Manage our ticketing system. Keep tickets logged, categorized, prioritized and up to date.
• Follow up relentlessly. Track open tickets, chase down answers, and close the loop with customers.
• Own customer communication. Write clear, friendly updates and meet same-day replies for large customers, ideally within 4 business hours.
• Improve support over time. Identify recurring issues, build help articles and saved replies, and share learnings with teams.

Skills

Customer support experience

Ticketing systems

Written communication

Organization

Problem solving

Tools

Zendesk

Intercom

Freshdesk

HubSpot

Job description

Flossy is seeking an organized, customer-obsessed Customer Support Specialist to own the support experience as we scale an AI-powered platform. You’ll be the first touchpoint for customers, manage tickets from first reply to resolution, and ensure no request falls through the cracks.

In this role you will triage inquiries, route technical issues to the right teammates, maintain a clean ticketing system, and craft helpful responses and articles to reduce repeat issues while raising customer