Customer Support Specialist (Fully Remote)

Sift; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Total compensation package

401k plan

Medical/dental/vision coverage

Flexible lifestyle wallet

Learning development reimbursement

Flexible time off

Job summary

Sift is seeking a customer support specialist to help sustain digital trust for a leading AI-powered fraud platform. You will respond to incoming tickets, troubleshoot issues by using documentation, and escalate beyond your scope when needed.

The ideal candidate has 1–3 years of customer-facing support, strong written communication, comfort with new software and AI tools, and a curious mindset. Nice-to-haves include a Bachelor's degree and experience with Zendesk or Salesforce, SaaS exposure,

Qualifications

• Must-haves: 1–3 years of customer-facing support experience.
• Strong written communication skills.
• Comfort with new software.
• AI-tool fluency.
• Curiosity.

Responsibilities

• Respond to incoming support tickets and questions via support channels, with guidance from senior team members.
• Troubleshoot product issues by diagnosing common problems using documentation and escalation paths.
• Document customer issues and resolutions in support tools, and escalate issues beyond your current scope appropriately.

Skills

Customer support

Written communication

Software fluency

AI fluency

Curiosity

Zendesk

Salesforce

APIs

SQL

Education

Bachelor's degree

Tools

Zendesk

Salesforce

SQL

APIs

Job description

• Respond to incoming support tickets and questions via support channels, with guidance from senior team members.
• Troubleshoot product issues by diagnosing common problems using documentation and escalation paths.
• Document customer issues and resolutions in support tools, and escalate issues beyond your current scope appropriately.

Qualifications:

• Must-haves: 1–3 years of customer-facing support experience, strong written communication skills, comfort with new software, AI-tool fluency, and curiosity.
• Nice to have: Bachelor's degree, experience with Zendesk or Salesforce, exposure to SaaS or APIs and SQL, interest in fraud or payments.
• Competitive total compensation package, 401k plan, and medical/dental/vision coverage.
• Flexible lifestyle wallet, learning development reimbursement, and flexible time off.

Sift

Sift is the AI-powered fraud platform securing digital trust for leading global businesses. With over 700 customers and a data network scoring 1 trillion events per year, Sift fosters a diverse, equitable, and inclusive workplace where employees feel secure sharing their authentic selves.