Remote SaaS Customer Support Specialist | Drive Self-Service & CSAT

TeamBuilder; New York (NY); Híbrido; USD 73.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Salary & bonus potential

Equity eligibility

Medical, Dental, Vision coverage

HSA options

401(k) with match

PTO 15 days

Fully remote work

EAP

Wellness reimbursements

Descripción de la vacante

TeamBuilder is seeking a Customer Support Representative (Coordinator or Analyst) to resolve Tier 1–3 issues and collaborate across Customer Success, Implementation, Product, Engineering, and Operations. The role emphasizes documentation, self-service, and scalable support processes to improve customer satisfaction.

Ideal candidates are organized, technically curious, and proactive about improving workflows, with 3+ years in customer support in a SaaS environment.

Formación

• 3+ years in Customer Support, Technical Support, Help Desk, Customer Success, or related role.
• Experience in a SaaS environment.
• Strong troubleshooting, problem-solving, and organizational skills.
• Demonstrated experience creating documentation, knowledge base content, or operational processes.
• Excellent written, verbal, and active listening skills.
• Ability to manage competing priorities in a fast-paced, remote environment.
• Ability to build strong working relationships across teams and organizational levels.

Responsabilidades

• Provide high-quality, timely resolution of customer support requests ranging from Tier 1 through Tier 3.
• Fully understand customer issues before responding, troubleshooting, or escalating.
• Manage customer expectations and communicate clear, actionable resolutions.
• Prioritize and manage multiple concurrent requests while maintaining a high level of customer satisfaction.
• Provide technical support to both customers and internal teams.
• Escalate product, configuration, workflow, or implementation-related issues when appropriate.
• Create, maintain, and improve internal documentation, standard operating procedures, troubleshooting guides, and customer-facing knowledge base content.
• Identify documentation gaps and proactively create resources to improve consistency and self-service.
• Ensure support processes, reference materials, and knowledge repositories remain organized and up to date.
• Analyze support trends and identify opportunities to reduce ticket volume and improve efficiency.
• Develop and maintain Zendesk macros, templates, workflows, and automation tools while maintaining a personalized customer experience.
• Recommend and implement process improvements that enhance customer satisfaction and operational effectiveness.
• Support KPI reporting, CSAT initiatives, and ongoing support performance analysis.
• Contribute to the development of a scalable support function that serves both customers and internal teams.
• Tailor support approaches based on customer health, business priorities, and account context.
• Partner closely with Customer Success, Implementation, Product, and Engineering teams to ensure alignment and issue resolution.
• Act as a customer advocate by communicating feedback, recurring issues, and enhancement opportunities.
• Support onboarding, training, and adoption efforts when needed.

Conocimientos

Customer support

SaaS experience

Troubleshooting

Documentation

Communication

Prioritization

Remote collaboration

Educación

Bachelor's degree or equivalent

Herramientas

Zendesk

Knowledge base tools

Descripción del empleo

TeamBuilder is seeking a Customer Support Representative (Coordinator or Analyst) to resolve Tier 1–3 issues and collaborate across Customer Success, Implementation, Product, Engineering, and Operations. The role emphasizes documentation, self-service, and scalable support processes to improve customer satisfaction.

Ideal candidates are organized, technically curious, and proactive about improving workflows, with 3+ years in customer support in a SaaS environment.