SaaS Support Specialist - Ownership, Onboarding & Docs

7Seventy Recruiting; United States; On-site; USD 50,000 - 70,000; Full time

Job summary

7Seventy Recruiting seeks a proactive Level 1 Customer Support specialist to own the frontline queue, guide users through workflows, and collaborate with Product and Engineering to improve the experience. You’ll troubleshoot, document issues, assist with onboarding, and help build self-service resources.

This role emphasizes ownership, clear communication, and the ability to learn quickly in a fast-paced environment.

Qualifications

• Excellent written communication skills and strong customer empathy.
• Ability to explain information clearly and calmly.
• Strong attention to detail and a structured approach to problem-solving.
• High ownership and reliable follow-through when driving issues to resolution.
• Comfort learning new software quickly and adapting as the product evolves.
• Prior customer-facing experience in support, operations, campus roles, hospitality, retail, or internships is a plus.
• Exceptional new graduates with strong evidence of persistence, organization, and fast learning are encouraged to apply.

Responsibilities

• Own the Level 1 support queue: respond to customer questions and issues via email and chat with urgency and empathy, occasional Zoom when needed.
• Troubleshoot and resolve issues: guide customers through workflows and provide practical solutions or workarounds.
• Escalate effectively: provide Product/Engineering with context, steps, and impact details for complex issues.
• Support onboarding and training: help new users become comfortable with the platform through lightweight walkthroughs.
• Improve documentation and self-service: create and maintain help articles, templates, and macros to reduce repeat questions.
• Contribute to support operations: assist with tagging, routing, escalation paths, and recurring issue reports.
• Handle sensitive information appropriately: follow HIPAA-aware practices and minimum-necessary principles.

Skills

Written communication

Customer empathy

Clear explanations

Attention to detail

Ownership

Fast learner

Cross-functional collaboration

Tools

SaaS product knowledge

Job description

7Seventy Recruiting seeks a proactive Level 1 Customer Support specialist to own the frontline queue, guide users through workflows, and collaborate with Product and Engineering to improve the experience. You’ll troubleshoot, document issues, assist with onboarding, and help build self-service resources.

This role emphasizes ownership, clear communication, and the ability to learn quickly in a fast-paced environment.