Senior Support Specialist

Rylo; New York (NY); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Life-changing product

Equity options

Unlimited time off and sick days

Annual company get-together

Medical, Dental, Vision + FSA/HSA/Tele

401(k) with company match

Job summary

Rylo is seeking a Senior Support Specialist to be the first contact for users, delivering hands-on technical support with a focus on Deaf and hard-of-hearing users. You will troubleshoot issues, communicate with empathy, and help customers maximize Rylo’s services.

You’ll work with Product and Engineering to escalate complex bugs, document context, and contribute to a seamless user experience. A fixed US ET shift from 12:00 PM to 9:00 PM is required.

Qualifications

• 3+ years of hands-on customer support in a consumer tech company.
• Experience troubleshooting product issues and working with Product/Engineering teams.
• Fluency in English, both written and spoken.
• Strong written communication; ability to explain technical concepts clearly.
• Experience with Intercom; familiarity with other support platforms is a plus.
• Familiarity with Mixpanel/Linear/Monday.com/Asana is a plus.
• Availability for a fixed shift 12:00 PM–9:00 PM US Eastern Time.

Responsibilities

• Respond to customer inquiries via Intercom, chat, email, and other channels with professionalism.
• Investigate and troubleshoot product issues using internal tools and data, escalating when needed.
• Educate users on how to best utilize Rylo’s services.
• Track and document customer interactions to identify trends and improvements.
• Collaborate with Product and Engineering to escalate complex issues and document bugs.

Skills

Customer support

Technical troubleshooting

Intercom experience

English proficiency

Written communication

Multichannel support

Cross-functional collaboration

Problem solving

Tools

Intercom

Mixpanel

Linear

Monday.com

Asana

Job description

Description

As a Senior Support Specialist at Rylo, you will be the first point of contact for users, providing hands-on technical support while ensuring an exceptional and accessible experience for the Deaf and hard-of-hearing community. With a focus on unreasonable hospitality, you’ll troubleshoot user issues, communicate with empathy, prioritize user needs, and go above and beyond to deliver a seamless, positive experience.

On a Day-to-day, You Will

• Respond to customer inquiries via Intercom, chat, email, and other support channels with professionalism, warmth, and care.


• Investigate and troubleshoot product issues using internal tools, customer data, and product knowledge, resolving issues when possible and escalating when needed.


• Educate users on how to best utilize Rylo’s services, empowering them to communicate seamlessly.


• Track and document customer interactions to identify common challenges and areas for improvement.


• Work closely with the Product and Engineering teams to escalate complex technical issues, help identify and document bugs, provide clear context.

Requirements

• 3+ years of hands-on customer support experience in a consumer-facing technology company - a must.


• Experience troubleshooting technical product issues, investigating root causes, and working cross-functionally with Product and Engineering teams.


• Fluency in English both written and spoken.


• Strong written communication skills, with an ability to explain technical concepts clearly and concisely.


• Experience with modern customer support platforms, with hands-on Intercom experience strongly preferred.


• Familiarity with tools such as Mixpanel, Linear, Monday.com, or Asana is a plus.


• A problem-solving mindset with the ability to multi-task.


• Availability to work a fixed support shift from 12:00 PM to 9:00 PM US Eastern Time (ET).


• Compensation: $65,000–$85,000 per year, depending on experience and qualifications.

Bonus But Not a Must

• Experience working with the Deaf and Hard of Hearing community.


• Experience in building automation flows.

Benefits

• Work on a fulfilling, life-changing product (literally)


• Join as a key player at an early stage and receive generous options


• Unlimited time off and sick days


• Annual company get-together


• Medical, Dental, and Vision plans with FSA, HSA, and Telehealth benefits


• 401(k) plan with company match

About Us

Rylo is the communication engine for people who are Deaf or hard of hearing. Communication belongs to everyone, and we strongly believe that no moment should go missing.

We work alongside the community. We know the barriers, and we're here to tear them down. Our tools are built for individuals and the businesses that serve them.

Rylo is backed by investors who believe in the work we do: General Catalyst , Canaan , Comcast , Vertex , Precursor , Contour , Cardumen , Techstars , and more.