Support Specialist

Jobtailor; Atlanta (GA); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Jobtailor is hiring a Customer Support Manager in the Atlanta area to own and manage the support queue across our B2B SaaS products. You will troubleshoot first-contact issues, escalate complex cases, and surface patterns that drive improvements with the CS team.

The role requires strong written and verbal communication, a track record of improving support operations, and autonomy in managing tickets. Hybrid work arrangements with cross-functional collaboration will be essential.

Qualifications

• 2+ years of experience in customer support, ideally in B2B SaaS, with a proven record of handling a support queue.
• Strong written and verbal communication skills.
• Experience with support platforms such as Pylon, Zendesk, or similar.
• Track record of improving support operations.
• High degree of autonomy and ownership of the support queue and ticketing process.
• Familiarity with financial/accounting terminology and concepts.
• Based in the Atlanta area and able to work in a hybrid capacity.

Responsibilities

• Own and manage the customer support queue, responding promptly, professionally, and thoroughly to inquiries.
• Troubleshoot incoming customer issues as the first point of contact.
• Escalate complex technical or integration issues to the Technical Support Specialist with clear context.
• Identify recurring bugs, confusing workflows, trends, and customer friction, and surface them to management.
• Manage the ticketing system and implement improvements with the Customer Success team.
• Contribute to an internal knowledge base and create external customer self-support resources.
• Communicate with customers and internal teams, surface product issues and ideas, flag account health concerns, and identify upsell signals.

Skills

Customer support management

B2B SaaS experience

Support platform proficiency

Communication skills

Process improvement

Tools

Zendesk

Pylon

Job description

Own and manage the customer support queue, responding promptly, professionally, and thoroughly to inquiries
Troubleshoot incoming customer issues as the first point of contact
Escalate complex technical or integration issues to the Technical Support Specialist with clear context
Identify recurring bugs, confusing workflows, trends, and customer friction, and surface them to management
Manage the ticketing system and implement improvements with the Customer Success team
Contribute to an internal knowledge base and create external customer self-support resources
Communicate with customers and internal teams, surface product issues and ideas, flag account health concerns, and identify upsell signals

Requirements

• 2+ years of experience in customer support, ideally in B2B SaaS, with a proven record of handling a support queue
• Strong written and verbal communication skills
• Experience with support platforms such as Pylon, Zendesk, or similar
• Track record of improving support operations
• High degree of autonomy and ownership of the support queue and ticketing process
• Familiarity with financial/accounting terminology and concepts
• Based in the Atlanta area and able to work in a hybrid capacity

Core Competencies

Demonstrates expertise in managing customer support queues and ticketing systems, with a focus on improving support operations and enhancing customer experience. Proficient in troubleshooting and escalating technical issues while effectively communicating with customers and internal teams.

Highest-signal resume keywords

• Customer Support Management
• B2B SaaS Experience
• Support Platform Proficiency
• Communication Skills
• Process Improvement