Remote Tier 1 Customer Support Specialist

Tropic; Northern (KY); Hybrid; USD 50,000 - 61,000; Full time

Job summary

Tropic is hiring a Customer Support Specialist (Remote) to act as the frontline for inbound requests and help scale the support team. You will triage, resolve issues, and maintain thorough documentation while collaborating across Product, Engineering, and Customer Success to ensure customer satisfaction.

The role requires 1–2 years in customer support, Zendesk familiarity, and a proactive, process-driven approach to improving support workflows.

Qualifications

• 1-2 years in a customer support role with a track record of resolving issues in a fast-paced environment.
• Knowledge of support workflows and escalation processes; ability to improve team efficiency.
• Excellent written and verbal communication, with the ability to explain technical information clearly.
• Strong problem-solving and independent thinking abilities.
• Detail-oriented with thorough documentation and follow-up.
• Process-oriented mindset with ability to propose improvements to support processes.

Responsibilities

• Frontline support as the first point of contact for customers, with professionalism and empathy.
• Triage incoming tickets, categorize and route them to appropriate teams.
• Resolve issues and escalations in line with SLAs across severity levels.
• Gather and document detailed information from customers to aid resolution.
• Demonstrate independent thinking and proactive problem solving; seek creative solutions.
• Identify gaps in processes and contribute to improvements for efficiency and customer satisfaction.
• Collaborate with cross-functional teams (Customer Success, Operations, Product, Engineering, Implementation, Account Management).
• Develop knowledge base content and self-help resources to empower customers.

Skills

Communication skills

Problem-solving

Documentation

Cross-functional collaboration

Organizational skills

Self-starter

Tools

Zendesk

Job description

Tropic is hiring a Customer Support Specialist (Remote) to act as the frontline for inbound requests and help scale the support team. You will triage, resolve issues, and maintain thorough documentation while collaborating across Product, Engineering, and Customer Success to ensure customer satisfaction.

The role requires 1–2 years in customer support, Zendesk familiarity, and a proactive, process-driven approach to improving support workflows.