Technical SaaS Support & CX Specialist

7Seventy Recruiting; United States; On-site; USD 59,000 - 72,000; Full time

Benefits offered by this job

Fully paid health, dental, and vision

401(k) employer matching

Generous paid time off and holidays

Job summary

7Seventy Recruiting is seeking a Customer Experience Specialist to deliver high-quality technical SaaS support, resolve complex software issues, and help customers optimize use of business software across chat, email, phone, and live sessions.

You will own support requests from initial contact to resolution, collaborate with cross-functional teams, and contribute to knowledge management and AI-assisted workflows to improve the customer experience.

Qualifications

• 2+ years of experience in technical SaaS support or a comparable customer-facing technical role.
• Experience investigating and resolving complex software problems and explaining findings to nontechnical customers.
• Experience conducting one-on-one or group customer conversations and helping users learn unfamiliar functionality.
• Experience working remotely and collaborating asynchronously using tools such as Slack, Zoom, and Jira.
• Experience managing customer-facing responsibilities independently and taking ownership through resolution.
• Exceptional written communication skills with the ability to explain technical concepts clearly to diverse audiences.
• Strong technical curiosity and independent troubleshooting abilities with a methodical approach.
• Experience using AI tools to research information, solve problems, or improve workflows, with ability to apply human judgment to AI outputs.
• Customer-focused problem-solving with ability to balance speed and quality.
• Ability to explain technical findings to nontechnical audiences and guide customers through software features.
• Strong ownership and decision-making to escalate or investigate as needed.
• Ability to identify patterns across customer interactions and derive preventive actions.
• Initiative and adaptability when testing new tools and processes.
• Strong organizational skills to manage multiple priorities.
• Willingness to continuously develop product knowledge and customer education capabilities.
• Authorization to work in the United States and availability to work 8:00 AM–5:00 PM local U.S. time.

Responsibilities

• Manage customer support conversations across live chat, email, phone, and screen-sharing from initial response to complete resolution.
• Deliver technically accurate, timely, and personalized assistance while helping customers understand solutions.
• Investigate and troubleshoot complex software issues involving configurations, data relationships, and integrations.
• Perform root cause analysis to identify practical, sustainable solutions.
• Use AI-powered tools to research questions, draft responses, and analyze support information, then verify accuracy.
• Collaborate with Onboarding, Customer Success, software developers, and other teams to resolve escalations.
• Translate customer insights into actionable product and support improvements.
• Develop and deliver customer education resources and knowledge base articles.

Skills

Written communication

Troubleshooting

AI tools

Problem solving

Nontechnical explanations

Ownership

Pattern recognition

Adaptability

Organization

Learning mindset

Tools

Pylon

AI agents

Job description

7Seventy Recruiting is seeking a Customer Experience Specialist to deliver high-quality technical SaaS support, resolve complex software issues, and help customers optimize use of business software across chat, email, phone, and live sessions.

You will own support requests from initial contact to resolution, collaborate with cross-functional teams, and contribute to knowledge management and AI-assisted workflows to improve the customer experience.