SaaS Customer Support Specialist - AI & EDU

Guidebook; Raleigh (NC); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Disability insurance

Unlimited vacation

401(k) with matching

Stock options

Company retreats

MacBook provided

Job summary

Guidebook is seeking a Customer Support Representative to own frontline support for its education-focused platform. You will troubleshoot issues, respond warmly to customers, and build product expertise in Guidebook’s Builder CMS and suite.

The role includes weekend coverage and opportunities to influence product and AI tooling to improve customer experience. Ideal candidates have 1+ years in SaaS support, outstanding communication, and ability to collaborate across remote teams.

Qualifications

• 1+ years of SaaS support or customer-facing work.
• Outstanding written and verbal communication skills.
• High attention to detail and strong organization.
• Excellent time and task management across tools.
• Experience collaborating with remote teams across time zones.
• Familiarity with Zendesk, Intercom, Claude, Slack, Jira, Salesforce, or a CMS.

Responsibilities

• Technical Support – Own a queue of customer tickets, resolving issues, and writing clear, warm responses.
• Product Expertise – Become fluent in Guidebook’s Builder CMS and the broader product suite.
• Customer Advocacy – Identify trends in the customer experience and surface opportunities for improvement to Product and Engineering.
• Weekend Support – Monitor the queue for critical issues on assigned weekends.
• AI Optimization – Improve our AI tooling by evaluating its answers, maintaining documentation, and giving feedback to make it better.

Skills

SaaS support

Customer-facing

Written communication

Time management

Remote collaboration

Multi-time zone teamwork

Tools

Zendesk

Intercom

Claude

Slack

Jira

Salesforce

CMS

Job description

Guidebook is seeking a Customer Support Representative to own frontline support for its education-focused platform. You will troubleshoot issues, respond warmly to customers, and build product expertise in Guidebook’s Builder CMS and suite.

The role includes weekend coverage and opportunities to influence product and AI tooling to improve customer experience. Ideal candidates have 1+ years in SaaS support, outstanding communication, and ability to collaborate across remote teams.