SaaS Customer Support Specialist – Take Ownership

Reacher; Oregon; Hybrid; USD 42,000 - 56,000; Full time

Job summary

Reacher is hiring a Customer Support Specialist to be the first line of help for every customer. You’ll own the support queue across in-app chat and our VIP channels (Slack, WhatsApp, Lark), resolving issues fast, teaching customers how to get the most out of the platform, and getting bugs into engineering with everything they need to fix them.

This is a high-ownership role on a small team, so you’ll shape how support runs, not just work the queue.

Qualifications

• 2+ years in customer support or frontline client-facing role.
• Ability to de-escalate and clearly explain technical issues.
• Experience in SaaS or similar fast-paced environments.

Responsibilities

• Own first response across all channels, hitting quick response targets.
• Troubleshoot and resolve issues end-to-end without unnecessary escalations.
• Maintain clean queues with timely follow-ups and daily upkeep.
• File clear engineering tickets with all necessary context.

Skills

2+ years customer support

Clear writing

Technical repro/bug reporting

Fast learner

Job description

Reacher is hiring a Customer Support Specialist to be the first line of help for every customer. You’ll own the support queue across in-app chat and our VIP channels (Slack, WhatsApp, Lark), resolving issues fast, teaching customers how to get the most out of the platform, and getting bugs into engineering with everything they need to fix them.

This is a high-ownership role on a small team, so you’ll shape how support runs, not just work the queue.