Customer Support Specialist

Evlo AI; Los Angeles (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

Evlo AI in Los Angeles is seeking a frontline Customer Support specialist for a fast-growing SaaS platform. You will resolve technical and account issues across email, chat, and phone with speed and care.

You’ll turn troubleshooting sessions into clear docs, escalate when needed, and collaborate with product and engineering to improve the experience. The role emphasizes a customer-first approach and strong communication.

Qualifications

• 0-2 years of customer support, technical support, or customer success experience.
• Excellent written and verbal communication — able to explain technical concepts to non-technical customers.
• Hands-on experience with help-desk tools (Zendesk, Intercom, Freshdesk, or similar).
• Basic technical fluency: comfortable reading API error messages, browser dev tools, and HTTP status codes.
• Highly organized under high ticket volume with a calm, customer-first demeanor.
• Associate or Bachelor's degree in a technical field, or equivalent practical experience.
• Bonus: SQL, REST APIs, Postman, or scripting (Python, Bash); SaaS or developer-tools experience; second language fluency.

Responsibilities

• Resolve 30-50 daily customer inquiries across Zendesk email, Intercom chat, and phone with high accuracy and empathy.
• Troubleshoot technical issues including API errors, authentication failures, and integration problems, reproducing bugs before escalation.
• Escalate complex issues to engineering with clear reproduction steps, logs, and impact assessments.
• Own the resolution of Tier 1 and Tier 2 tickets end-to-end, meeting SLA targets for first response and time-to-resolution.
• Write and maintain help-center articles, macros, and internal runbooks to deflect repeat tickets.
• Track and report weekly trends in ticket volume, CSAT, and recurring issues to support leadership and product.
• Participate in on-call rotation for after-hours escalations as coverage needs evolve.

Skills

Clear communication

Technical empathy

Troubleshooting

Documentation

Organizational skills

Degree/experience in technical field

Education

Associate or Bachelor's degree in a technical field

Tools

Zendesk

Intercom

Freshdesk

Job description

About The Role

The role is the first point of contact for customers using a fast-growing SaaS platform, resolving technical and account issues across email, chat, and phone while keeping response and resolution times fast.

About The Role

The role is the first point of contact for customers using a fast-growing SaaS platform, resolving technical and account issues across email, chat, and phone while keeping response and resolution times fast.

Support sits at the intersection of customers, product, and engineering — the role turns every troubleshooting session into clearer documentation, better escalation paths, and product feedback that actually gets heard.

Key Responsibilities

• Resolve 30-50 daily customer inquiries across Zendesk email, Intercom chat, and phone with high accuracy and empathy
• Troubleshoot technical issues including API errors, authentication failures, and integration problems, reproducing bugs before escalation
• Escalate complex issues to engineering with clear reproduction steps, logs, and impact assessments
• Own the resolution of Tier 1 and Tier 2 tickets end-to-end, meeting SLA targets for first response and time-to-resolution
• Write and maintain help-center articles, macros, and internal runbooks to deflect repeat tickets
• Track and report weekly trends in ticket volume, CSAT, and recurring issues to support leadership and product
• Participate in on-call rotation for after-hours escalations as coverage needs evolve

What We Are Looking For

• 0-2 years of customer support, technical support, or customer success experience
• Excellent written and verbal communication — able to explain technical concepts to non-technical customers
• Hands-on experience with help-desk tools (Zendesk, Intercom, Freshdesk, or similar)
• Basic technical fluency: comfortable reading API error messages, browser dev tools, and HTTP status codes
• Highly organized under high ticket volume with a calm, customer-first demeanor
• Associate or Bachelor's degree in a technical field, or equivalent practical experience
• Bonus: experience with SQL, REST APIs, Postman, or scripting (Python, Bash); prior experience at a SaaS or developer-tools company; fluency in a second language