Customer Support Specialist

ATR; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

ATR in San Francisco is seeking a Customer Support Specialist to join our fast-growing, AI-driven SaaS team. This onsite role requires daily collaboration with product and engineering to resolve customer issues from start to finish.

You will manage a high-volume queue (20–40 tickets/day), troubleshoot technical problems, and craft clear communications to customers while helping improve support processes and documentation in a dynamic startup environment.

Qualifications

• 2+ years of customer support experience, preferably in B2B SaaS/tech.
• Experience managing a high-volume support queue (20–40 tickets/day).
• Strong written and verbal communication, able to explain complex issues clearly.

Responsibilities

• Manage approximately 20–40 customer support tickets daily.
• Troubleshoot product issues, workflows, integrations, configurations, and bugs.
• Investigate and reproduce issues using internal tools and logs before escalating.
• Provide clear customer communication via email and Slack.
• Collaborate with Engineering and Product to resolve issues and identify recurring problems.
• Prioritize urgent requests while balancing daily support tasks.
• Contribute to improving support processes, documentation, and automation.

Skills

2+ years experience

high-volume tickets

written & verbal communication

technical troubleshooting

Tools

Zendesk

Intercom

Pylon

Jira

Freshdesk

Job description

Customer Support Specialist

Location: San Francisco, CA (Onsite, 5 days/week)
Compensation: $90,000–$120,000/year + rich, comprehensive benefits
Employment Type: Full-Time

About the Role

We are seeking a technically curious, customer-focused Customer Support Specialist to join a fast-growing, AI-driven SaaS company in San Francisco.

This role is ideal for someone who thrives in a fast-paced startup environment, enjoys solving complex problems, and takes ownership of customer issues from start to finish. You'll manage a high-volume support queue while troubleshooting technical challenges and collaborating with internal teams to deliver an exceptional customer experience.

Key Responsibilities

• Manage approximately 20–40 customer support tickets daily, maintaining speed, accuracy, and quality.
• Troubleshoot product issues, workflows, integrations, configurations, and technical bugs.
• Investigate and reproduce issues using internal tools, logs, and AI-powered resources before escalating.
• Provide clear, concise, and empathetic customer communication through email and Slack.
• Collaborate with Engineering and Product teams to resolve complex issues and identify recurring problems.
• Prioritize urgent customer requests while balancing daily support responsibilities.
• Contribute to improving support processes, documentation, and automation.

Qualifications

• 2+ years of customer support experience, preferably in B2B SaaS or technology.
• Proven experience managing a high-volume support queue (ideally 20–40 tickets/day).
• Experience with ticketing platforms such as Zendesk, Intercom, Pylon, Jira, or Freshdesk.
• Strong technical aptitude, troubleshooting skills, and natural curiosity.
• Excellent written and verbal communication skills, with an ability to explain complex issues concisely.
• Comfortable working in a fast-paced startup environment with evolving processes.
• Ability to work onsite in San Francisco five days per week.

Nice to Have

• Experience at an AI, CRM, or high-growth SaaS company.
• Tier 2 technical support or startup experience.
• Familiarity with APIs, integrations, workflow automation, or CRM systems.
• Experience leveraging AI tools to troubleshoot and resolve customer issues.