Customer Support Specialist

Cypress HCM; United States; On-site; USD 31,684 - 42,705; Full time

Job summary

Cypress HCM is seeking a customer-focused support specialist for a 6-month contract-to-hire opportunity. You will assist customers via email, text, phone, screen sharing and live chat, handling a steady flow of Tier 1 tickets and resolving complex issues for a SaaS platform.

You will communicate technical information to diverse users, escalate when needed, participate in meetings, and contribute to process improvements.

Qualifications

• 2+ years in a SaaS startup customer-facing support role.
• Well-versed in Tier 1 incident response for a technical platform/product.
• Experience with data, reporting, user permissions, scheduling, payments, inventory is ideal.

Responsibilities

• Assisting customers through email, text, phone calls, screen sharing, and live chat
• Owning a steady flow of T1 tickets, resolving complex technical issues for customers
• Effectively communicating technical information to both technical and non-technical users
• Escalating technical issues as needed, resolving issues while displaying empathy
• Joining meetings, contributing to administrative tasks, and working on personal development and up‑skilling as time allows
• Proactively surfacing process and product improvements, assisting with ad hoc projects
• Working with SMB, mid‑market, strategic, and enterprise customers
• Providing customer insights – surfacing trends, risks, and up‑sell opportunities
• Building relationships with both customers and internal team members

Skills

SaaS support

Customer-facing

Incident response

Data reporting

Job description

Location: Remote in the United States | Industry: SaaS | Employees: 400

6-month contract-to-hire opportunity with a fantastic company. This role has a clear path to career advancement.

Responsibilities

• Assisting customers through email, text, phone calls, screen sharing, and live chat
• Owning a steady flow of T1 tickets, resolving complex technical issues for customers
• Effectively communicating technical information to both technical and non-technical users
• Escalating technical issues as needed, resolving issues while displaying empathy
• Joining meetings, contributing to administrative tasks, and working on personal development and up‑skilling as time allows
• Proactively surfacing process and product improvements, assisting with ad hoc projects
• Working with SMB, mid‑market, strategic, and enterprise customers
• Providing customer insights – surfacing trends, risks, and up‑sell opportunities
• Building relationships with both customers and internal team members

Requirements

• 2+ years of experience in a SaaS startup environment in a customer-facing support role
• Well‑versed in Tier 1 incident response for a technical platform/product
• Experience with data, reporting, user permission, scheduling, payments, inventory is ideal
• Detailed, professional, empathetic – with a desire to learn, grow, and advance your career

Compensation

• $27.00 per hour