Customer Support Specialist
About The Position
Sweep is a company focused on helping businesses create long-term value while reducing environmental impact and improving social performance. Its SaaS platform maps climate and ESG data across organizations, enabling customers to track, disclose, and act on sustainability information. The Customer Support Specialist supports customers throughout their climate and sustainability journey as they use Sweep’s SaaS solution. The role provides ongoing assistance through the help center and support channels, builds long-term customer relationships, and helps ensure issues are managed efficiently and thoughtfully. The position is part of the Product Department, reports to the Customer Support Lead, and is hybrid in Denver. The successful candidate must be willing and able to work from the Denver office and be available from 09:00 to 17:00 Mountain Time.
Requirements
- 2–3 years of experience in a Customer Support Specialist, Technical Support, Helpdesk, or similar role within a technology company.
- Demonstrated experience supporting customers using a SaaS product.
- Strong written and verbal communication skills in English.
- Ability to investigate issues thoroughly, connect relevant information, and identify underlying causes.
- Strong organizational skills and ability to manage multiple customer cases simultaneously.
- Ability to explain technical or product-related topics clearly to technical and non-technical audiences.
- Experience working cross-functionally with Product, Engineering, Delivery, or Customer Success teams.
- Willingness and ability to work from the Denver office in a hybrid capacity.
- Availability to work 09:00–17:00 Mountain Time.
- Empathetic, people-oriented approach focused on creating a positive customer experience.
- Ability to build customer relationships and collaborate across teams.
- Responsive approach that balances speed with quality, accuracy, and thoughtful investigation.
- Openness to constructive feedback and continuous improvement.
- Self-motivation, enthusiasm, and ability to work autonomously.
- Comfort working in a growing, international SaaS company.
Nice To Haves
- Experience supporting enterprise accounts or B2B enterprise customers.
- Experience handling complex customer environments, escalations, or incident management.
- Knowledge of CRM, ticketing, and customer success platforms such as Intercom.
- Experience creating help center content, automated workflows, or AI-assisted support resources.
- Experience in the climate, ESG, sustainability, or carbon accounting space.
- French language skills.
Responsibilities
- Monitor and resolve customer issues, including escalations, technical problems, and incidents.
- Contact customers to investigate issues in depth and understand their concerns.
- Collaborate with Product, Engineering, Delivery, and Customer Success teams to resolve domain-related questions and technical challenges.
- Develop and maintain self-service content, including knowledge base articles, automated workflows, and AI-powered support tools.
- Gather, analyze, and communicate customer feedback across the organization, representing the voice of the customer.
- Contribute to improvements in customer satisfaction and NPS/CSAT performance.
- Identify opportunities to improve customer support processes, workflows, and tools.
- Maintain accurate case documentation and provide customers with clear updates and timely follow-up.
- Support customers using a B2B SaaS platform, including those with complex organizational and reporting needs.
Benefits
- Hybrid work model intended to provide flexibility and connection with the team.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
