Customer Support Specialist I

Jobtailor; California (MO); On-site; USD 55,000 - 85,000; Full time

Job summary

Jobtailor is looking for a customer success professional to manage Tier 1 support, drive knowledge base creation, and collaborate across teams. You will use Salesforce and Freshdesk to resolve cases, send CSAT surveys, and analyze trends.

The role emphasizes empathetic customer interactions, process improvement, and project tracking within a fast-paced SaaS environment. Qualifications include 2+ years in CS or account management, a high school diploma or GED, and strong communication skills.

Qualifications

• 2+ years of experience in customer success, account management, or a related field, preferably in a SaaS or technology company
• High School Diploma or GED required
• Strong communication and interpersonal skills
• Excellent problem-solving and critical-thinking abilities
• Ability to manage multiple accounts and projects simultaneously
• Ability to thrive in a fast-paced, evolving environment with shifting priorities
• Technical aptitude and willingness to learn new software and systems
• Associate’s degree or Bachelor’s degree in Business, Marketing, Communications, or a related field is a plus

Responsibilities

• Respond promptly and professionally to Tier 1 support tickets via email, phone, and chat
• Document and resolve cases within established SLAs using Salesforce and Freshdesk
• Provide an empathetic, solutions-focused experience for every customer interaction
• Send CSAT surveys after resolution, analyze trends, and share insights with the team
• Accurately record and communicate case details across departments
• Develop and maintain internal and customer-facing knowledge base articles
• Track and escape recurring issues to Tier 2 or management
• Use internal tools to manage workload, document interactions, and schedule follow-ups
• Stay current on process updates, products, and workflows
• Contribute to light project management tasks, including progress tracking and deliverable updates
• Participate in process improvement initiatives and internal documentation updates
• Meet or exceed a call answer rate of 90% and customer satisfaction score of 90%

Skills

Customer Success Experience

Salesforce Proficiency

Freshdesk Proficiency

Strong Communication Skills

Problem-Solving Abilities

Education

High School Diploma

GED

Associate’s Degree

Bachelor’s Degree

Tools

Salesforce

Freshdesk

Job description

• Respond promptly and professionally to Tier 1 support tickets via email, phone, and chat
• Document and resolve cases within established SLAs using Salesforce and Freshdesk
• Provide an empathetic, solutions-focused experience for every customer interaction
• Send CSAT surveys after resolution, analyze trends, and share insights with the team
• Accurately record and communicate case details across departments
• Develop and maintain internal and customer-facing knowledge base articles
• Track and escape recurring issues to Tier 2 or management
• Use internal tools to manage workload, document interactions, and schedule follow-ups
• Stay current on process updates, products, and workflows
• Contribute to light project management tasks, including progress tracking and deliverable updates
• Participate in process improvement initiatives and internal documentation updates
• Meet or exceed a call answer rate of 90% and customer satisfaction score of 90%

Requirements

• 2+ years of experience in customer success, account management, or a related field, preferably in a SaaS or technology company
• High School Diploma or GED required
• Strong communication and interpersonal skills
• Excellent problem-solving and critical-thinking abilities
• Ability to manage multiple accounts and projects simultaneously
• Ability to thrive in a fast-paced, evolving environment with shifting priorities
• Technical aptitude and willingness to learn new software and systems
• Associate’s degree or Bachelor’s degree in Business, Marketing, Communications, or a related field is a plus

Core Competencies

Demonstrates expertise in customer success and account management, with a strong focus on communication, problem-solving, and process improvement. Proficient in using Salesforce and Freshdesk to manage support tickets and enhance customer satisfaction.

Highest-signal resume keywords

• Customer Success Experience
• Salesforce Proficiency
• Freshdesk Proficiency
• Strong Communication Skills
• Problem-Solving Abilities

Hard Skills

• Customer Support
• Case Documentation
• Knowledge Base Development
• Project Management
• Data Analysis

Soft Skills

• Interpersonal Skills
• Critical Thinking
• Empathy
• Adaptability
• Multitasking

Certifications & Qualifications

• High School Diploma
• GED
• Associate’s Degree
• Bachelor’s Degree

Industry Keywords

• SaaS
• Customer Satisfaction
• Process Improvement
• Support Tickets
• Account Management

Tools & Technologies

• Salesforce
• Freshdesk