Customer Support Specialist

Resonance CX Partners; United States; Remote; USD 39,600 - 48,400; Full time

Benefits offered by this job

Meaningful equity

Career growth opportunities

Supportive work environment

Job summary

A leading customer support firm in the United States seeks a Customer Support Specialist to engage with users via chat, email, and SMS. This role involves troubleshooting common issues and contributing insights for product improvement. Ideal candidates will have at least one year of experience in customer-facing roles and strong communication skills. The company promotes a supportive work environment, offering a starting salary of up to $44,000 per year along with equity and benefits.

Qualifications

• Minimum of 1 year of experience in a customer-facing role.
• Technical proficiency in troubleshooting techniques and best practices.
• Excellent verbal and written communication skills.

Responsibilities

• Assist users through live chat, email, SMS, and WhatsApp to resolve inquiries.
• Provide solutions or workarounds for various customer issues.
• Document customer feedback for product and engineering teams.

Skills

Customer service skills

Technical troubleshooting

Communication skills

Critical thinking

Tools

Intercom

Help Scout

Zendesk

Salesforce

Job description

Resonance CX Partners' mission is to help experienced professionals find opportunities that truly align with their values. We are not a staffing firm or agency. Resonance CX does not hire for these positions—we identify and validate them from customer-focused organizations directly.

Employer Industry: Software Development for Contractor Services

Why Consider This Job Opportunity

• Starting salary up to $44,000 per year, based on experience
• Meaningful equity and benefits included
• Opportunity for career growth and development within a fast-scaling support team
• Supportive and inclusive work environment that values diverse backgrounds
• Chance to make a real impact on customer satisfaction and product improvement
• Encouragement for continuous learning and innovation

What To Expect (Job Responsibilities)

• Assist users through live chat, email, SMS, and WhatsApp to resolve inquiries
• Provide solutions or workarounds for various customer issues
• Troubleshoot product and user device-related problems, including partner integrations
• Document customer feedback for product and engineering teams to enhance offerings
• Contribute to the self-serve documentation for the customer knowledge base

What Is Required (Qualifications)

• Minimum of 1 year of experience in a customer-facing role (e.g., SaaS, technology, retail)
• Technical proficiency in troubleshooting techniques and best practices
• Excellent verbal and written communication skills, with strong listening abilities
• Strong critical thinking skills to interpret and act on resources/information
• A continuous growth mindset focused on learning and problem-solving

How To Stand Out (Preferred Qualifications)

• Experience authoring tutorials and articles for knowledge bases
• Familiarity with support platforms like Intercom, Help Scout, Zendesk, or Salesforce
• A knack for creativity and innovation in problem-solving

We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.

We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.