Customer Support Specialist

Alivo • South Portland, ME

7d

About The Position

We are looking for a highly driven, customer-obsessed Customer Support Specialist to serve as the front line for customer communication and issue resolution. This role is responsible for managing inbound customer inquiries, solving problems quickly and effectively, and ensuring customers feel supported every step of the way. You will work directly with customers to troubleshoot issues, answer questions, and provide a high level of communication that drives trust and satisfaction.
This role is critical to customer retention and overall customer experience. You will help customers navigate challenges, ensure nothing falls through the cracks, and serve as a key voice of the customer internally.
If you thrive in fast-paced environments, enjoy solving problems, and are energized by helping customers succeed, this role is for you.

Requirements

• 2+ years in Customer Support, Customer Success, Account Management, or a similar customer-facing role
• Experience managing customer issues and driving resolution independently
• Experience handling high-volume inbound support
• Excellent communication skills, with business-fluent English
• Highly organized with strong attention to detail and follow-through
• Comfortable working in a fast-paced, evolving startup environment
• Experience with CRM tools like HubSpot
• Familiarity with AI, automation, or communication platforms
• Background in SaaS support, operations, or technical troubleshooting
• Eligible to work in the United States

Nice To Haves

• Bachelor’s degree in any field
• Experience in home services industries (roofing, siding, windows, etc.)
• Business-fluent Spanish

Responsibilities

• Manage Inbound Customer Support
• Respond to inbound customer inquiries across email, phone, and support channels
• Serve as the first point of contact for customer questions, concerns, and issues
• Ensure timely, professional, and empathetic communication with every customer interaction
• Solve Problems & Drive Resolution
• Investigate customer issues thoroughly and identify root causes
• Troubleshoot platform, workflow, and operational challenges
• Work cross-functionally to resolve issues quickly and completely
• Follow through to ensure customers feel fully supported and informed
• Deliver an Exceptional Customer Experience
• Maintain proactive communication throughout the support process
• Set clear expectations and provide consistent updates on issue status
• Build trust with customers by being reliable, thoughtful, and solution-oriented
• Turn challenging situations into positive customer experiences
• Identify Patterns & Improve Processes
• Recognize recurring issues and surface trends to leadership and Product
• Recommend process improvements that reduce friction and improve customer satisfaction
• Help create and refine internal documentation and support workflows
• Contribute to building a world-class support function as the company scales
• Collaborate Cross-Functionally
• Partner with Customer Success to ensure continuity across the customer journey
• Work with Product and Engineering to escalate bugs and communicate customer feedback
• Coordinate with Sales and Onboarding when customer issues impact adoption or retention
• Manage Support Activity & Reporting
• Maintain accurate notes, issue tracking, and customer updates in HubSpot
• Ensure all support interactions are properly documented and actionable
• Use data and feedback to prioritize urgent issues and improve response quality

Benefits

• Health
• Vision
• Dental
• Employee equity
• 401(k)
• Unlimited paid time off
• Paid sick time

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level