Customer Support Specialist

Socket.dev; South Portland (ME); On-site; USD 45,000 - 65,000; Full time

Job summary

Socket.dev is seeking a Customer Support Specialist to be the front line for customer communication and issue resolution in a fast-growing SaaS environment in South Portland, Maine. You will manage inbound inquiries, troubleshoot issues, and deliver proactive, empathetic support to drive trust and retention.

The role requires strong written and verbal English, experience with high-volume support, and a collaborative mindset to work with Product, Engineering, and Success teams as the company

Qualifications

• 2+ years in Customer Support, Customer Success, Account Management, or a similar customer-facing role.
• Experience managing customer issues and driving resolution independently.
• Experience handling high-volume inbound support.
• Excellent communication skills, with business-fluent English.
• Highly organized with strong attention to detail and follow-through.
• Comfortable working in a fast-paced, evolving startup environment.
• Experience with CRM tools like HubSpot.
• Familiarity with AI, automation, or communication platforms.
• Background in SaaS support, operations, or technical troubleshooting.
• Eligible to work in the United States.

Responsibilities

• Manage Inbound Customer Support
• Respond to inbound customer inquiries across email, phone, and support channels
• Serve as the first point of contact for customer questions, concerns, and issues
• Ensure timely, professional, and empathetic communication with every customer interaction
• Solve Problems & Drive Resolution
• Investigate customer issues thoroughly and identify root causes
• Troubleshoot platform, workflow, and operational challenges
• Work cross-functionally to resolve issues quickly and completely
• Follow through to ensure customers feel fully supported and informed
• Deliver an Exceptional Customer Experience
• Maintain proactive communication throughout the support process
• Set clear expectations and provide consistent updates on issue status
• Build trust with customers by being reliable, thoughtful, and solution-oriented
• Turn challenging situations into positive customer experiences
• Identify Patterns & Improve Processes
• Recognize recurring issues and surface trends to leadership and Product
• Recommend process improvements that reduce friction and improve customer satisfaction
• Help create and refine internal documentation and support workflows
• Contribute to building a world-class support function as the company scales
• Collaborate Cross-Functionally
• Partner with Customer Success to ensure continuity across the customer journey
• Work with Product and Engineering to escal bugs and communicate customer feedback
• Coordinate with Sales and Onboarding when customer issues impact adoption or retention
• Manage Support Activity & Reporting
• Maintain accurate notes, issue tracking, and customer updates in HubSpot
• Ensure all support interactions are properly documented and actionable
• Use data and feedback to prioritize urgent issues and improve response quality

Skills

2+ years in CS

Independent resolution

High-volume support

HubSpot CRM

AI/Automation familiarity

SaaS support

Customer-centric

US work eligibility

Education

Bachelor’s degree

Job description

We are looking for a highly driven, customer-obsessed Customer Support Specialist to serve as the front line for customer communication and issue resolution. This role is responsible for managing inbound customer inquiries, solving problems quickly and effectively, and ensuring customers feel supported every step of the way. You will work directly with customers to troubleshoot issues, answer questions, and provide a high level of communication that drives trust and satisfaction.
This role is critical to customer retention and overall customer experience. You will help customers navigate challenges, ensure nothing falls through the cracks, and serve as a key voice of the customer internally.
If you thrive in fast-paced environments, enjoy solving problems, and are energized by helping customers succeed, this role is for you.

What You'll Do

• Manage Inbound Customer Support
• Respond to inbound customer inquiries across email, phone, and support channels
• Serve as the first point of contact for customer questions, concerns, and issues
• Ensure timely, professional, and empathetic communication with every customer interaction
• Solve Problems & Drive Resolution
• Investigate customer issues thoroughly and identify root causes
• Troubleshoot platform, workflow, and operational challenges
• Work cross-functionally to resolve issues quickly and completely
• Follow through to ensure customers feel fully supported and informed
• Deliver an Exceptional Customer Experience
• Maintain proactive communication throughout the support process
• Set clear expectations and provide consistent updates on issue status
• Build trust with customers by being reliable, thoughtful, and solution-oriented
• Turn challenging situations into positive customer experiences
• Identify Patterns & Improve Processes
• Recognize recurring issues and surface trends to leadership and Product
• Recommend process improvements that reduce friction and improve customer satisfaction
• Help create and refine internal documentation and support workflows
• Contribute to building a world-class support function as the company scales
• Collaborate Cross-Functionally
• Partner with Customer Success to ensure continuity across the customer journey
• Work with Product and Engineering to escal bugs and communicate customer feedback
• Coordinate with Sales and Onboarding when customer issues impact adoption or retention
• Manage Support Activity & Reporting
• Maintain accurate notes, issue tracking, and customer updates in HubSpot
• Ensure all support interactions are properly documented and actionable
• Use data and feedback to prioritize urgent issues and improve response quality
• What You Bring
• 2+ years in Customer Support, Customer Success, Account Management, or a similar customer-facing role
• Experience managing customer issues and driving resolution independently
• Experience handling high-volume inbound support
• Excellent communication skills, with business-fluent English
• Highly organized with strong attention to detail and follow-through
• Comfortable working in a fast-paced, evolving startup environment
• Experience with CRM tools like HubSpot
• Familiarity with AI, automation, or communication platforms
• Background in SaaS support, operations, or technical troubleshooting
• Eligible to work in the United States

Who You Are

• Customer-first and genuinely enjoy helping people
• A strong critical thinker who can solve problems without needing constant direction
• Calm under pressure and able to de-escalate difficult customer conversations professionally
• Personable, empathetic, and able to build trust quickly
• Proactive and communicative—you do not let issues sit unresolved
• Adaptable and confident working across teams and priorities
• Bonus Points For
• Bachelor’s degree in any field
• Experience in home services industries (roofing, siding, windows, etc.)
• Business-fluent Spanish
• Company Sponsored Insurance Offerings
• Health
• Vision
• Dental
• Long Term Financial Benefits
• Employee equity
• 401(k)
• Time to Recharge
• Unlimited paid time off
• Paid sick time