Customer Support Associate

PERSUIT

13d•Hybrid

About The Position

As a Customer Support Associate at PERSUIT, you’ll play an important role in delivering a high-quality support experience to our customers. Following PERSUIT’s combination with Apperio, our support operations are coming together, creating a broader and more technical range of customer needs. We’re looking for someone who enjoys solving problems, digging into the details, and helping users confidently navigate our platform. This role blends hands-on technical execution with customer empathy and care. You’ll help manage incoming support requests, troubleshoot issues, coordinate escalations, and work directly with users through resolution, while keeping them informed along the way. You’ll also have opportunities to look beyond individual tickets by identifying recurring issues, improving support processes and documentation, and exploring how data, automation, and AI can help us deliver an even better customer experience. If you’re technically curious, energized by solving problems, and enjoy helping customers succeed, we’d love to meet you!

Requirements

3+ years of experience in a SaaS support role, ideally within a B2B environment.
Experience managing a customer support ticket queue and balancing multiple priorities.
Strong technical curiosity and comfort troubleshooting customer and platform issues.
Excellent written and verbal communication skills, with the ability to communicate clearly and empathetically with customers.
Strong judgment and the ability to make thoughtful decisions when prioritizing and escalating issues.
Ability to manage competing, time-sensitive demands and work independently.
A collaborative mindset and comfort working cross-functionally with teams such as Engineering, Product, and Customer Experience.
An ownership mentality and a desire to see problems through from initial question to resolution.

Nice To Haves

Experience working with an outsourced customer support team.
Experience with Zendesk, Jira, Slack, or similar tools.
Exposure to legal tech, fintech, eBilling, or another B2B SaaS environment.
Familiarity with BI tools, SQL, APIs, integrations, or similar technical concepts.
An interest in AI, data, automation, and operational efficiency.

Responsibilities

Managing and resolving customer support requests, providing thoughtful, timely, and high-quality support.
Working directly with users through resolution, managing expectations with empathy and clear communication.
Troubleshooting customer issues and determining when additional technical support or escalation is needed.
Partnering with Engineering to track escalations and bugs through to resolution while keeping users and internal stakeholders informed.
Supporting the broader Customer Experience team with technical and configuration-related tasks, including platform configuration during onboarding and ongoing data quality checks.
Building deep knowledge of the PERSUIT platform to effectively troubleshoot issues and provide guidance to users.
Partnering cross-functionally with Customer Experience, Product, and Engineering to resolve issues and improve the overall customer experience.
Identifying trends across support tickets to uncover recurring customer challenges and potential product improvements.
Identifying opportunities to improve and automate support processes, including exploring how AI can help increase efficiency.
Sharing customer feedback and recurring issues with Product to help inform improvements to the platform.
Creating and maintaining support documentation and guides to encourage effective self-service and help customers get the most out of PERSUIT.