Remote B2B SaaS Support Specialist

AVATAR FLEET LLC; Tallahassee (FL); Remote; USD 52,000 - 76,000; Full time

Job summary

AvatarFleet LLC is seeking a Customer Support Specialist to own the inbound ticket queue and help customers navigate DriverHub and related workflows. This remote role collaborates with Client Success, Onboarding, Engineering, and Product to triage and resolve issues, document playbooks, and improve the support function.

You will triage, troubleshoot, and escalate to ensure timely resolution, with a focus on retention and product usage at scale.

Qualifications

• 2+ years in a technical customer support or related role at a B2B SaaS company.
• Strong troubleshooting skills with the ability to read API docs and inspect payloads.
• Experience with CSVs and structured documents; can spot data issues.
• Clear, organized written and verbal communication under time pressure.

Responsibilities

• Own the inbound support queue across email, chat, and phone; respond within SLA.
• Troubleshoot issues end-to-end, reproduce problems, and identify root causes.
• Read logs, API payloads, and event histories to document findings for engineering.
• Escalate bugs with clear repro steps, scope, and impact; assist with follow-through.

Skills

Technical support

Troubleshooting

Data handling

Communication

Process orientation

Ownership

Tools

Zendesk

HubSpot Service Hub

Intercom

Postman

Datadog

Job description

AvatarFleet LLC is seeking a Customer Support Specialist to own the inbound ticket queue and help customers navigate DriverHub and related workflows. This remote role collaborates with Client Success, Onboarding, Engineering, and Product to triage and resolve issues, document playbooks, and improve the support function.

You will triage, troubleshoot, and escalate to ensure timely resolution, with a focus on retention and product usage at scale.