Fast-Response SaaS Support Specialist (VIP Channels)

K1 Industries; United States; Hybrid; USD 55,000 - 85,000; Full time

Job summary

K1 Industries is seeking a Customer Support Specialist to be the first line of help for Reacher customers. You’ll own the support queue across in-app chat and VIP channels, resolving issues quickly and guiding users on platform features.

This high-ownership role shapes how support runs within a small team. You’ll de-escalate with clear communication, reproduce issues for engineering, and contribute to help articles and macros to speed future answers.

Qualifications

• 2+ years in customer support or frontline client-facing role.
• Experience with SaaS is a plus.
• Strong written communication and calm under pressure.

Responsibilities

• Own first response across all channels with fast target times.
• Troubleshoot and resolve product issues end to end without unnecessary escalations.
• Keep the support queue clean with defined open tickets and follow-ups.
• Reproduce bugs and file clear Linear tickets for engineering.
• Educate customers on features and maintain up-to-date help articles.
• Identify at-risk accounts and escalate to CSM with context.
• Capture feature requests and report friction patterns to product and CS.
• Cover VIP channels with same speed and care as the in-app queue.

Skills

Customer support

De-escalation

Technical troubleshooting

Bug reporting

Tools

Linear

Slack

WhatsApp

Lark

Job description

K1 Industries is seeking a Customer Support Specialist to be the first line of help for Reacher customers. You’ll own the support queue across in-app chat and VIP channels, resolving issues quickly and guiding users on platform features.

This high-ownership role shapes how support runs within a small team. You’ll de-escalate with clear communication, reproduce issues for engineering, and contribute to help articles and macros to speed future answers.