Senior Support Specialist — Remote (US) & Escalations Lead

Jobgether; United States; Remote; USD 65.000 - 80.000; Vollzeit

Benefits dieser Stelle

RSUs

Health insurance

Paid time off

Wellness holidays

Retirement plan

Health and charitable stipend

Remote within US

Zusammenfassung

Jobgether is seeking a Sr. Support Specialist to act as the go-to expert for complex customer issues and critical escalations. You will own escalations, coordinate with Success, Data, Engineering, and Product teams, and mentor others while shaping scalable support processes.

The role is fully remote within the United States, offering autonomy to set priorities and lead cross-functional initiatives in a fast-paced healthcare and life sciences environment.

Qualifikationen

• 6+ years of customer-facing support experience, including 2+ years in a senior/lead or escalation-focused role.
• Experience in a B2B SaaS environment.
• Hands-on experience with ticketing and issue-tracking platforms (Zendesk/Jira/Salesforce).
• Experience leading cross-functional projects or process improvements.
• Mentoring/training other customer support professionals.

Aufgaben

• Own complex escalated issues from investigation to resolution and communicate status.
• Manage tickets through Zendesk/Jira/Salesforce with cross-functional teams.
• Develop plans to identify and resolve operational challenges.
• Lead small cross-functional projects and maintain stakeholder communication.
• Mentor and coach team members and contribute to team development.
• Create and update technical documentation and SOPs.

Kenntnisse

Customer support

Leadership

Cross-functional collaboration

SaaS experience

Technical communication

Tools

Zendesk

Jira

Salesforce

Jobbeschreibung

Jobgether is seeking a Sr. Support Specialist to act as the go-to expert for complex customer issues and critical escalations. You will own escalations, coordinate with Success, Data, Engineering, and Product teams, and mentor others while shaping scalable support processes.

The role is fully remote within the United States, offering autonomy to set priorities and lead cross-functional initiatives in a fast-paced healthcare and life sciences environment.