Customer Support Specialist

Evlo AI; Los Angeles (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Evlo AI in Los Angeles, CA seeks a frontline customer support specialist for a cloud-based B2B SaaS platform. You handle email, chat and phone inquiries, triage bugs, and relay product feedback to engineering, shaping retention and renewals.

You will own tickets end-to-end, maintain the knowledge base, and monitor key KPIs like CSAT and response times. A 1–3 year background in SaaS support is preferred.

Qualifications

• 1-3 years in SaaS or tech customer support, CS or success.
• Ability to explain technical concepts clearly to diverse users.
• Experience with help desk platforms and CRM/ticketing workflows.
• Bachelor's degree or equivalent practical experience.
• Bonus: SQL basics, REST API familiarity, second language.

Responsibilities

• Resolve 40-60 daily inquiries via email, chat, and phone within SLA.
• Troubleshoot API, billing, and configuration issues using logs and tools.
• Reproduce bugs with detailed steps and escalate to engineering with severity.
• Own tickets end-to-end and communicate status until closure.
• Maintain knowledge base and macros to improve first response.
• Analyze trends weekly and report patterns to product/engineering.
• Meet CSAT, first-response time, and resolution-rate KPIs.

Skills

Written communication

Technical fluency

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Intercom

Freshdesk

Job description

About The Role The role is the first point of contact for customers of a cloud-based B2B SaaS platform, owning the resolution of technical and account-related issues across email, chat, and phone. Every interaction directly shapes retention and renewals, making this one of the most impactful front-line positions on the team. Beyond ticket resolution, the specialist triages bugs, reproduces technical issues, and routes product feedback to engineering — acting as the customer's advocate inside the company and the company's voice to the customer.

Key Responsibilities

• Resolve 40-60 daily customer inquiries across email, chat, and phone within SLA targets
• Troubleshoot API errors, billing discrepancies, and platform configuration issues using internal admin tools and logs
• Reproduce reported bugs, document detailed steps in Jira, and elevate to engineering with clear severity assessments
• Own tickets end-to-end, communicating status proactively until resolution and closure
• Maintain and expand the knowledge base and macro library to improve deflection and first-response times
• Analyze ticket trends weekly and present recurring issue patterns to product and engineering stakeholders
• Meet and report on CSAT, first-response time, and resolution-rate KPIs

What We Are Looking For

• 1-3 years of customer support, technical support, or customer success experience, ideally in SaaS or technology
• Strong written communication — able to explain technical concepts clearly to both developers and non-technical users
• Hands-on experience with a help desk platform (Zendesk, Intercom, or Freshdesk)
• Basic technical fluency: comfortable reading API docs, interpreting error logs, and using browser dev tools
• Familiarity with CRM and ticketing workflows, including tagging, prioritization, and escalation paths
• Bachelor's degree in a relevant field or equivalent practical experience
• Bonus: SQL basics, prior experience in a startup environment, familiarity with REST APIs and Postman, or a second language