Customer Support Specialist - AI-Powered Procurement

Tropic; United States; On-site; USD 50,000 - 61,000; Full time

Job summary

Tropic is seeking a Customer Support Specialist based in the United States to join our growing team. You will be on the front lines for inbound requests, triage tickets, and deliver timely resolutions to help customers succeed with our procurement intelligence platform.

You will collaborate across Customer Success, Operations, Product, Engineering, and Account Management to improve support workflows, document interactions, and empower customers with knowledge.

Qualifications

• 1–2 years of experience in customer support or service in a fast-paced environment.
• Knowledge of support workflows and escalation processes.
• Excellent written and verbal communication skills.
• Strong problem-solving and documentation abilities.
• Process-minded with ability to improve support workflows.
• Collaborative team player with cross-functional work experience.
• Experience with Zendesk or similar ticketing systems.

Responsibilities

• Frontline Support: act as first point of contact for customers with empathy and professionalism.
• Ticket Triage: categorize and route tickets to the right teams for resolution.
• Issue Resolution: handle issues and escalations to meet SLAs across levels.
• Information Gathering: collect detailed customer information for resolution.
• Independent Problem Solving: pursue proactive, creative solutions.
• Process Development: identify gaps and contribute to improvements.
• Cross-Functional Collaboration: work with Success, Operations, Product, Eng, and Sales.
• Knowledge Sharing: help develop self-help resources and KB content.

Skills

Customer support

Communication

Problem solving

Documentation

Cross-functional collaboration

Self-starter

Tools

Zendesk

Ticketing system

Job description

Tropic is seeking a Customer Support Specialist based in the United States to join our growing team. You will be on the front lines for inbound requests, triage tickets, and deliver timely resolutions to help customers succeed with our procurement intelligence platform.

You will collaborate across Customer Success, Operations, Product, Engineering, and Account Management to improve support workflows, document interactions, and empower customers with knowledge.