Customer Support Specialist

Acclaim; Austin (TX); On-site; USD 60,000 - 84,000; Full time

Job summary

Acclaim is seeking a Customer Support Specialist to help customers navigate the platform, troubleshoot payment and account issues, and ensure problems are resolved quickly and accurately. You’ll be on the front lines of the customer experience, collaborating with Account Management, Product, Engineering, and Operations to investigate issues and improve the customer journey.

Ideal candidates have experience in customer support, excellent communication skills, strong problem-solving abilities, and

Qualifications

• Experience in customer support.
• Excellent written and verbal communication skills.
• Strong problem-solving and troubleshooting abilities.
• High attention to detail and a commitment to accuracy.
• Ability to manage multiple customer issues and priorities effectively.
• A strong sense of ownership, resourcefulness, and follow-through.

Responsibilities

• Own incoming customer support requests from initial response through resolution.
• Troubleshoot product, payment, and account issues and provide clear, accurate guidance.
• Investigate issues across Acclaim's platform and coordinate with internal teams when escalation is needed.
• Communicate proactively with customers throughout issue resolution and follow through on commitments.
• Identify recurring issues and contribute to documentation, customer resources, and process improvements.
• Share customer feedback with Account Management, Product, and Engineering to help improve the platform.

Skills

Customer support

Communication

Problem solving

Detail oriented

Ownership

Prioritization

Tools

APIs

Job description

About Acclaim

Acclaim is building the financial infrastructure that powers the global insurance industry.

About Acclaim

Acclaim is building the financial infrastructure that powers the global insurance industry. Insurance companies move billions of dollars every year across claims, premiums, commissions, and reimbursements, yet much of the underlying financial infrastructure remains fragmented and manual. We're building a modern platform that helps insurers move money globally, manage treasury, and automate financial operations. We're an early-stage company with experienced founders, growing customers, and the opportunity to define the future of insurance payments.

About The Role

We're looking for a Customer Support Specialist to deliver exceptional support to Acclaim's customers. You'll help customers navigate the platform, troubleshoot payment and account issues, and ensure problems are resolved quickly and accurately.

You'll be on the front lines of the customer experience, working across the company to solve problems and build trust. This is a hands-on role for someone who is curious, resourceful, and takes ownership from the moment an issue arises through its resolution.

Who you'll work with

You'll work directly with our customers and collaborate closely with Account Management, Product, Engineering, and Operations to investigate issues, resolve problems, and improve the customer experience.

What you'll do

• Own incoming customer support requests from initial response through resolution.
• Troubleshoot product, payment, and account issues and provide clear, accurate guidance.
• Investigate issues across Acclaim's platform and coordinate with internal teams when escalation is needed.
• Communicate proactively with customers throughout issue resolution and follow through on commitments.
• Identify recurring issues and contribute to documentation, customer resources, and process improvements.
• Share customer feedback with Account Management, Product, and Engineering to help improve the platform.

What success looks like

• Consistently delivered fast, accurate, and thoughtful support to Acclaim customers.
• Developed deep knowledge of Acclaim's platform and payment workflows.
• Independently resolved most customer questions and effectively escalated complex issues.
• Built trust with customers through clear communication and strong follow-through.
• Helped improve support processes and documentation as Acclaim grows.

What we're looking for

• Experience in customer support, customer service, or another customer-facing role.
• Excellent written and verbal communication skills.
• Strong problem-solving and troubleshooting abilities.
• High attention to detail and a commitment to accuracy.
• Ability to manage multiple customer issues and priorities effectively.
• A strong sense of ownership, resourcefulness, and follow-through.

Nice to have

• Experience supporting B2B SaaS products.
• Experience in payments, fintech, or financial services.
• Experience in the insurance industry.
• Experience troubleshooting technical products, APIs, or payment workflows.
• Experience at an early-stage or high-growth startup.

Why Acclaim

Joining Acclaim means helping build foundational infrastructure for one of the world's largest industries.

You'll Have The Opportunity To

• Build products that solve meaningful, real-world problems.
• Work directly with experienced founders and an exceptional team.
• Help shape our product, culture, and company from an early stage.
• Take ownership of meaningful decisions with visible impact.
• Learn quickly while solving technically and operationally complex challenges.

If you're excited by difficult problems, high ownership, and building something that matters, we'd love to meet you.

Equal opportunity

Acclaim is an Equal Opportunity Employer. We are committed to building a diverse and inclusive workplace. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.