Customer Support Specialist II

Spectora • Denver, CO

1d • Hybrid

About The Position

We're seeking a Customer Support Specialist II to join our fast-paced, high-energy support team! You'll be on the front lines delivering exceptional support to home inspectors through high-volume live chat, technical troubleshooting, and product guidance. Think: rapid-fire problem-solving and helping inspectors succeed with our platform every single day.

You'll work with a collaborative, supportive team that thrives under pressure, celebrates wins together, and genuinely loves helping people get unstuck.

This position reports to the Customer Support Lead.

This is a hybrid role based in Denver, CO with two in-office days (Tuesday/Wednesday) once a month but we encourage coming in more to connect and collaborate! We're hiring two full-time team members for the shifts listed at the bottom of this application page.

Requirements

• 2+ years of customer or technical support experience in SaaS or B2B, ideally in a chat-based environment where you've handled technical troubleshooting, product questions, and bug reporting.
• Strong communicator who can explain complex ideas simply, read the room, and adjust your approach when something isn't landing. You keep messages clear and solutions-focused without losing your personality.
• Tech-savvy with strong technical troubleshooting skills. You can quickly diagnose software issues, determine the best path forward, and know when to escalate vs. resolve independently. You're comfortable navigating support tools across different browsers and devices.
• Excellent time management and multitasking abilities - managing your queue of chats, scheduled calls, and assignments without dropping the ball is second nature to you.
• True team player who's not afraid to jump in midstream or collaborate on a chat when it helps create a better experience for our inspectors and for each other.
• Adaptable and proactive. Things change fast here, from product updates to process tweaks. You take the initiative to stay informed, approach changes methodically, and think a step ahead to provide the most effective and well-rounded support possible.
• Empathetic but direct, able to see things from the inspector's perspective while confidently communicating the "why" behind company decisions. You understand that inspectors depend on our platform as their competitive advantage, and every interaction is an opportunity to build trust through transparency and follow-through.
• Bring personality and positivity to the team, showing up authentically and contributing to our collaborative, supportive culture.

Nice To Haves

• Experience with Intercom, Zendesk, HubSpot, Linear, Stripe, or using AI tools to work smarter (without losing the human touch) is a plus.
• Industry know-how is a plus! Experience in real estate, home inspection, or contracting helps you connect faster with our users and understand their world.

Responsibilities

• Provide excellent customer service through chat, email, and calls with customers.
• Diagnose and resolve technical software issues through real-time troubleshooting.
• Manage 5+ concurrent chats while ensuring quick response times and maintaining quality and high customer satisfaction.
• Identify upsell opportunities and connect customers with solution specialists.
• Accurately document and track bug reports, feature requests, and support issues.
• Own and resolve customer inquiries end-to-end, looping in developers or senior team members when necessary.
• Maintain high engagement and responsiveness on Intercom and Slack.
• Handle scheduled demos and support calls with paying users, providing product guidance and technical assistance
• Follow through on assigned tasks, proactively checking in with leadership and team members.
• Stay engaged in company culture by participating in team meetings, Slack channels, and mentorship opportunities.

Benefits

• Medical, dental, and vision
• Employer-paid life insurance
• Employer-paid short & long-term disability
• Target bonus based on a percentage of base salary, tied to individual and company performance
• Stock options for all full-time employees, with grant amounts based on role level
• Unlimited vacation and sick time
• Paid parental leave
• 401(k) with employer matching
• ClassPass membership subsidy to support fitness and well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees