East Coast Technical Support Specialist — AI-Driven CSAT Focus

Vitalize; United States; Remote; USD 90,000 - 125,000; Full time

Benefits offered by this job

Medical benefits

401(k)

Flexible PTO

Relocation bonus

Gym stipend

Commuter benefits

Office meals

Travel budget

Job summary

Vitalize is seeking a Product Support Specialist to expand our support offerings to the East Coast and to drive improvements in support processes, product quality, and operational efficiency.

You will collaborate across Engineering, Product, and Customer Experience to resolve complex issues, analyze trends, and translate feedback into actionable product enhancements. This role emphasizes CSAT, FRT, and scalable support operations as the company grows.

Qualifications

• 3-7+ years in a support capacity focusing on escalated issues and/or technical troubleshooting.
• Proven ability to influence and collaborate with cross-functional partners to drive long-term solutions.
• Experience owning portions or entire projects, with a focus on optimizing processes and support operations.
• Excellent written and verbal communication skills and ability to distill complex material.

Responsibilities

• Be Vitalize’s first east coast support specialist expanding service hours starting at 8AM Eastern time.
• Act as the primary point of escalation for go-to market teams and collaborate with Engineering, Product, and Operations to resolve issues.
• Drive continuous improvement initiatives focused on CSAT, FRT, First Contact Resolution Rate, and SLA compliance.
• Support the development and implementation of an AI augmented support strategy.
• Create and refine internal and external documentation to empower users with self-service options.
• Develop deep product and platform expertise and contribute to feedback loops to improve product quality and support workflows.
• Strategically scale and optimize support operations as Vitalize grows.

Skills

CSAT metrics

Escalation handling

Troubleshooting

Cross-functional

Data analysis

Documentation

Tools

Salesforce

Zendesk

Pylon

SQL databases

LLMs

Job description

Vitalize is seeking a Product Support Specialist to expand our support offerings to the East Coast and to drive improvements in support processes, product quality, and operational efficiency.

You will collaborate across Engineering, Product, and Customer Experience to resolve complex issues, analyze trends, and translate feedback into actionable product enhancements. This role emphasizes CSAT, FRT, and scalable support operations as the company grows.