Customer Support Specialist FTE

ExtendMyTeam; Austin (TX); On-site; USD 42,000 - 66,000; Full time

Job summary

ExtendMyTeam is seeking a Customer Support Specialist to act as a trusted product expert for a diverse SaaS customer base. You’ll resolve inquiries, document findings, and collaborate with Product, Engineering, and Operations to improve the customer experience in a fast-paced environment.

This role emphasizes problem solving, process improvement, and clear communication. You’ll own operational docs, identify recurring issues, and help scale workflows while delivering timely, accurate support to

Qualifications

• 1+ year of experience in customer support, operations, customer success, or a related role within a technology or SaaS company.
• Strong written communication and organizational skills.
• Excellent project management and multitasking abilities.
• Comfortable collaborating with both technical and non-technical stakeholders.
• Analytical mindset with an interest in understanding technical concepts and explaining them clearly to customers.
• Self-motivated, adaptable, and able to thrive in a fast-paced, evolving environment.

Responsibilities

• Respond to customer support inquiries, delivering timely, accurate, and high-quality resolutions.
• Serve as a product expert for customers and internal stakeholders.
• Partner with Product and Engineering to troubleshoot issues, communicate customer feedback, and improve the product experience.
• Organize and maintain operational documentation and knowledge resources for internal and external audiences.
• Identify recurring issues and recommend process or product improvements to increase efficiency and customer satisfaction.
• Support operational initiatives that improve workflows, scalability, and overall team effectiveness.

Skills

Customer support

Cross-functional collaboration

Documentation

Analytical mindset

Project management

Written communication

Job description

We're looking for a Customer Support Specialist to serve as a trusted product expert, supporting a diverse customer base while acting as a bridge between customers and internal technical teams. This role is ideal for someone who enjoys solving complex problems, improving processes, and helping shape the customer experience through thoughtful feedback and documentation.

You’ll work cross-functionally with Product, Engineering, and Operations to resolve issues, identify opportunities for improvement, and contribute to a high-quality support experience in a fast-paced SaaS environment.

Key Responsibilities

• Respond to customer support inquiries, delivering timely, accurate, and high-quality resolutions.

• Serve as a product expert for customers and internal stakeholders.

• Partner with Product and Engineering to troubleshoot issues, communicate customer feedback, and improve the product experience.

• Organize and maintain operational documentation and knowledge resources for internal and external audiences.

• Identify recurring issues and recommend process or product improvements to increase efficiency and customer satisfaction.

• Support operational initiatives that improve workflows, scalability, and overall team effectiveness.

Qualifications

• 1+ year of experience in customer support, operations, customer success, or a related role within a technology or SaaS company.

• Strong written communication and organizational skills.

• Excellent project management and multitasking abilities.

• Comfortable collaborating with both technical and non-technical stakeholders.

• Analytical mindset with an interest in understanding technical concepts and explaining them clearly to customers.

• Self-motivated, adaptable, and able to thrive in a fast-paced, evolving environment.

Preferred Qualifications

• Spanish language proficiency (written and spoken).

• Experience using modern support and collaboration tools (e.g., help desk, ticketing, documentation, or project management platforms).

• Passion for improving processes and driving operational efficiency.

• Demonstrated curiosity, initiative, and willingness to take ownership of challenging problems.

• Experience creating customer-facing or internal documentation is a plus.