Customer Support Specialist

Evlo AI; Phoenix (AZ); On-site; USD 45,000 - 70,000; Full time

Job summary

Evlo AI is seeking a customer support specialist to be the first point of contact for users of a cloud-based SaaS platform. You will resolve technical issues via email, chat, and phone, turning ambiguous reports into clear diagnoses and documented workarounds.

The role sits at the intersection of customers and engineering, contributing to retention and product quality while maintaining high satisfaction scores. A Bachelor’s degree is required or equivalent practical experience.

Qualifications

• 1-3 years of customer support experience in SaaS or similar tech products.
• Clear written communication for non-technical customers.
• Familiarity with help-ddesk platforms such as Zendesk or Intercom.
• Basic technical fluency: reading API errors, browser dev tools, JSON payloads.
• Organized and able to handle high ticket volume with shifting priorities.
• Bachelor's degree or equivalent practical experience.
• Bonus: SQL basics, Salesforce CRM, REST APIs, or Postman.

Responsibilities

• Resolve 40-60 customer tickets daily across email, chat, and phone.
• Troubleshoot account configuration, API errors, and integration issues.
• Reproduce bugs and document steps, screenshots, and HAR files for engineering.
• Write and maintain help-center articles and internal documentation.
• Track recurring issues and share weekly summaries with product and engineering.
• Guide customers through new features and collect structured feedback.
• Meet and exceed CSAT, first-response time, and resolution targets.

Skills

Strong written communication

Customer support experience

Calm under high ticket volume

Education

Bachelor's degree or equivalent

Tools

Zendesk

Intercom

Job description

About The Role

The role is the first point of contact for customers experiencing issues with a cloud-based SaaS platform, resolving technical problems across email, chat, and phone while maintaining high satisfaction scores.

The role is the first point of contact for customers experiencing issues with a cloud-based SaaS platform, resolving technical problems across email, chat, and phone while maintaining high satisfaction scores. Support specialists sit at the intersection of customers and engineering, turning ambiguous reports into clear diagnoses, documented workarounds, and escalated bugs. This work directly shapes retention and product quality.

Key Responsibilities

• Resolve 40-60 customer tickets daily across email, chat, and phone within established SLA windows
• Troubleshoot account configuration, API errors, and integration issues using internal admin tools, log viewers, and query builders
• Reproduce bugs, capture detailed documentation (steps, screenshots, HAR files, session IDs), and elevate with full context to engineering
• Write and maintain help-center articles, macros, and internal knowledge-base documentation
• Track recurring issues and ticket trends, sharing weekly summaries with product and engineering teams
• Guide customers through new features and releases, gathering structured feedback for the product team
• Meet and consistently exceed CSAT, first-response time, and resolution-rate targets

What We Are Looking For

• 1-3 years of customer support experience, ideally in SaaS, hosting, fintech, or another technical product
• Strong written communication — able to explain technical concepts clearly to non-technical customers
• Hands-on experience with help-desk platforms (Zendesk, Intercom, or similar)
• Basic technical fluency: comfortable reading API error messages, browser dev tools, and JSON payloads
• Highly organized and calm under high ticket volume with shifting priorities
• Bachelor's degree or equivalent practical experience
• Bonus: SQL basics, CRM experience (Salesforce), prior SaaS support at scale, or familiarity with REST APIs and Postman