SaaS Support Specialist: API & Onboarding Champion

Evlo AI; Miami (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

Evlo AI in Miami is seeking a customer support specialist to be the first point of contact for customers using our cloud-based SaaS platform. You will troubleshoot integrations, APIs, and account configurations, guiding users through issues and documenting steps for escalation.

You will resolve 30-50 tickets daily via email, chat, and phone, maintain clear communication, and contribute to a growing knowledge base to reduce repeat inquiries.

Qualifications

• 0-2 years of customer support or related experience.
• Strong written communication skills; ability to explain technical concepts clearly.
• Basic technical fluency: reading API error messages, browser dev tools, HTTP errors.
• Hands-on experience with at least one help-desk platform (Zendesk, Intercom, Freshdesk).
• Bachelor’s degree in any field, or equivalent practical experience.

Responsibilities

• Resolve 30-50 daily customer tickets across email, chat, and phone covering billing, onboarding, API errors, and account configuration.
• Troubleshoot technical issues using logs, HTTP status codes, and internal admin tools; document clear reproduction steps before escalating to engineering.
• Own tickets end-to-end: set expectations, provide status updates, and drive issues to resolution within SLA targets.
• Maintain and expand the help-center knowledge base, writing articles and macros that deflect repeat tickets.
• Track and report recurring issues and customer sentiment trends to product and engineering teams.
• Meet and exceed goals for CSAT, first-response time, and resolution rate.
• Contribute to onboarding materials and internal runbooks as the product and tooling evolve.

Skills

Strong written communication

Bilingual EN/ES

Organizational skills

Education

Bachelor’s degree or equivalent

Tools

Zendesk

Intercom

Freshdesk

Job description

Evlo AI in Miami is seeking a customer support specialist to be the first point of contact for customers using our cloud-based SaaS platform. You will troubleshoot integrations, APIs, and account configurations, guiding users through issues and documenting steps for escalation.

You will resolve 30-50 tickets daily via email, chat, and phone, maintain clear communication, and contribute to a growing knowledge base to reduce repeat inquiries.