Customer Support Specialist - Fast, High-Impact SaaS

Reacher; United States; Remote; USD 45,000 - 60,000; Full time

Job summary

Reacher is hiring a Customer Support Specialist to be the first line of help for every Reacher customer. You’ll own the support queue across in-app chat and VIP channels (Slack, WhatsApp, Lark), resolving issues quickly and teaching customers how to maximize the platform.

You’ll reproduce bugs, write clear reports, educate users on features, and keep help-center resources current so repeat questions are answered faster. This is a high-ownership, small-team role where you shape how support runs.

Qualifications

• 2+ years in customer support or frontline client-facing role.
• Experience in SaaS is preferred.
• Clear, calm writer who can de-escalate, explain, and keep customers confident while issues are fixed.
• Technical enough to reproduce issues, read error states, and write a bug report for engineers.

Responsibilities

• Own first response across all channels, aiming for a 1-minute weekday response and ~30 minutes on weekends for ~100–150 tickets per week.
• Troubleshoot and resolve product issues end-to-end without waiting on engineering when possible.
• Keep the queue clean with limits on open tickets and timely follow-ups.
• Reproduce bugs and file clear engineering tickets in Linear with project details; coordinate across US/EU hours.
• Educate customers on features, update help-center articles and macros for faster answers.
• Identify at-risk accounts and hand off with proper context to the CS team.
• Capture feature requests and friction patterns and share with product and CS teams.
• Cover VIP client channels with the same speed and care as the in-app queue.

Skills

Customer support

Frontline role

SaaS experience

Tools

TikTok Shop

Seller Center

Creator outreach tools

Job description

Reacher is hiring a Customer Support Specialist to be the first line of help for every Reacher customer. You’ll own the support queue across in-app chat and VIP channels (Slack, WhatsApp, Lark), resolving issues quickly and teaching customers how to maximize the platform.

You’ll reproduce bugs, write clear reports, educate users on features, and keep help-center resources current so repeat questions are answered faster. This is a high-ownership, small-team role where you shape how support runs.