Remote SaaS Support Specialist — Elevate CX

TeamBuilder; Oregon; Hybrid; USD 73,000 - 75,000; Full time

Benefits offered by this job

Health coverage

401(k) with company match

Remote work with flexible schedule

Annual performance bonus

Equity eligibility

PTO and holidays

Job summary

TeamBuilder is seeking a Customer Support Representative to provide elevated support across Tier 1–3, working closely with Customer Success, Implementation, Product, and Engineering teams. The role emphasizes documentation, self-service improvements, and scalable support workflows.

The ideal candidate has 3+ years in SaaS support, strong troubleshooting, and excellent communication skills, with experience using Zendesk and creating knowledge content.

Qualifications

• 3+ years in Customer Support or related role in SaaS
• Experience in a SaaS environment
• Strong troubleshooting and organizational skills
• Ability to write clear documentation and knowledge base content
• Excellent written and verbal communication; active listening
• Ability to manage multiple priorities in a remote environment

Responsibilities

• Resolve Tier 1–3 customer support requests promptly
• Collaborate with Customer Success, Implementation, Product, Engineering, and Operations
• Create and maintain internal docs and customer-facing knowledge base content
• Analyze support trends and drive efficiency with macros, templates, and automations
• Support KPI reporting and CSAT initiatives; contribute to scalable support
• Assist with onboarding, training, and adoption for customers

Skills

Customer support

Documentation

Cross-functional collaboration

Remote work

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Reporting & analytics

Job description

TeamBuilder is seeking a Customer Support Representative to provide elevated support across Tier 1–3, working closely with Customer Success, Implementation, Product, and Engineering teams. The role emphasizes documentation, self-service improvements, and scalable support workflows.

The ideal candidate has 3+ years in SaaS support, strong troubleshooting, and excellent communication skills, with experience using Zendesk and creating knowledge content.