Customer Support Specialist

Centric Software; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

Centric Software is a global leader offering an AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers. We seek a Customer Support Specialist to be the primary contact for users of our Retail Planning and Pricing SaaS platform.

You will respond to inquiries by email, chat, and phone, guide customers through solutions, troubleshoot issues and coordinate with cross-functional teams to ensure a smooth, proactive support experience.

Qualifications

• 3-5+ years of experience in customer support in SaaS.
• Degree in computer science, IT or related field, or equivalent experience.
• SQL skills.
• Strong communication and problem-solving skills.
• Familiarity with cloud, data integration, BI and supply chain.

Responsibilities

• Respond to customer inquiries by email, chat and phone in a timely and professional manner.
• Provide accurate, step-by-step guidance that keeps customers informed and supported.
• Troubleshoot software issues and escalate complex cases to Professional Services, Customer Success, Product Support or DevOps as appropriate.
• Monitor escalated tickets and follow up to ensure timely resolution.
• Educate customers on product features, workflows and best practices.
• Maintain the internal knowledge base and external help centre documentation.
• Act as a customer advocate, sharing feedback and recurring issues with Product and Customer Success teams.
• Meet or exceed support performance measures, including ticket volumes, first response time, resolution time and customer satisfaction scores.

Skills

Customer support

SQL

Cloud concepts

Problem solving

English communication

Education

CS/IT degree or related field

Equivalent experience

Tools

Zendesk

Jira

Salesforce

Job description

About Centric Software:Centric Software is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.Our story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.Customer Support SpecialistRetail Planning and PricingLocation: 100% Remote across North AmericaAbout Centric SoftwareCentric Software is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.Our story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.About the TeamOur combined Retail Planning and Pricing team brings together business consultants, customer success and support specialists, project managers, architects, and data science and engineering experts. We help retailers and brands connect planning and pricing decisions across the product lifecycle, from pre-season planning and assortment decisions to in-season demand forecasting, allocation, replenishment and price optimisation. Working as a global team, we combine retail expertise with AI-powered technology to help customers improve inventory performance, revenue, margins and operational efficiency.About the RoleWe are looking for a Customer Support Specialist to be a main point of contact for customers using our AI-powered Retail Planning and Pricing SaaS platform. You’ll troubleshoot issues, guide customers through solutions and work with technical teams to resolve more complex problems. Your focus will be a responsive, informed and positive customer experience for a platform that supports business-critical retail processes.What You Will DoRespond to customer enquiries by email, chat and phone in a timely and professional manner.Provide accurate, step-by-step guidance that keeps customers informed and supported.Troubleshoot software issues and escalate complex cases to Professional Services, Customer Success, Product Support or DevOps as appropriate.Monitor escalated tickets and follow up to ensure timely resolution.Educate customers on product features, workflows and best practices.Maintain the internal knowledge base and external help centre documentation.Act as a customer advocate, sharing feedback and recurring issues with Product and Customer Success teams.Meet or exceed support performance measures, including ticket volumes, first response time, resolution time and customer satisfaction scores.What You Bring3-5+ years of experience in customer support, service desk or help desk work, preferably in SaaS or technology.A degree in computer science, business, IT or a related field, or equivalent experience.SQL skills.Excellent communication and problem-solving skills, with strong technical aptitude and the ability to learn software quickly.Knowledge of cloud solutions, data integration, business intelligence and supply chain concepts.Familiarity with support tools such as Zendesk, Jira or Salesforce.Strong organisation and attention to detail, with a patient, empathetic and customer-focused approach.Ability to collaborate effectively in a fully remote team.Strong English communication skills.Additional ExperienceThe following would be an advantage:Python or JavaScript skills.Additional languages such as German, Italian, French or Spanish.Why Join UsJoin a global team working at the intersection of retail, enterprise software and applied AI. You’ll have the opportunity to contribute to business-critical customer outcomes, develop your expertise and collaborate with colleagues across our combined Retail Planning and Pricing team.Compensation and BenefitsThe anticipated base salary range for this position is $80,000 - $110,000 per year. Actual compensation will be determined based on factors such as the candidate’s experience, skills, qualifications, and work location.This position may also be eligible for a bonus. Centric offers a comprehensive benefits package, including medical, dental and vision coverage, paid time off, and other applicable benefits, subject to applicable plan terms and eligibility requirements.Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.