Senior Support Specialist — Deaf-Centric Customer Care

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

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.