Customer Support Specialist

AirOps•San Francisco, CA

About The Position

We're looking for a frontline problem-solver who sees every customer interaction as intelligence—not just a ticket to close. You'll be the first responder helping customers overcome blockers via Intercom, but your impact extends far beyond resolving individual issues. You're the pattern recognition engine that identifies what customers actually struggle with versus what we assume they need, translating frontline insights into scalable improvements across documentation, curriculum, and product development. This role sits at the critical intersection of customer experience and product evolution. When three customers ask the same question in different ways, you don't just answer it three times—you flag it for automated help system integration or curriculum addition. When a workflow feature consistently confuses users, you document the pattern and feed it directly to engineering. You're building the foundation for support that scales through intelligence, not just headcount.

Requirements

1+ years in customer support, technical support, or customer success roles, ideally in SaaS or technical product environments where you've solved complex customer problems
Exceptional written communication: You explain technical concepts clearly to non-technical audiences, adapt your tone to customer needs, and write with empathy and precision. You can make someone feel heard while efficiently guiding them to solutions.
Pattern recognition mindset: You naturally notice trends across conversations, connect dots between seemingly unrelated issues, and think beyond individual tickets to systemic improvements
Technical aptitude: You learn software platforms quickly, understand workflow logic and data flows, and can troubleshoot multi-step processes. You're comfortable diving into technical details when needed.
Customer empathy at your core: You genuinely care when someone is stuck, frustrated, or confused. You celebrate their wins and feel personally invested in their success with the platform.
Organization and prioritization skills: You manage support queues effectively, triage by urgency and impact, and never let urgent issues slip through the cracks while maintaining quality across all interactions
Proactive problem-solving: When you encounter a gap in documentation or a confusing feature, you don't just work around it—you flag it, suggest improvements, and follow through to ensure it gets addressed
Systems thinking: You see how individual support interactions connect to larger customer experience challenges and can articulate the "why" behind patterns you observe

Nice To Haves

Experience with Intercom, Zendesk, or similar customer support platforms
Familiarity with workflow automation tools, marketing platforms, or AI applications
Background in content marketing, SEO, or marketing operations (helpful context for understanding customer use cases)
Experience contributing to knowledge bases, help centers, or customer-facing documentation
Basic understanding of APIs, integrations, or technical troubleshooting
Previous experience where you've influenced product development through customer feedback synthesis

Responsibilities

Frontline Customer Support: Manage and resolve customer inquiries via Intercom, helping users troubleshoot workflow issues, understand platform features, and overcome technical blockers with clear, empathetic guidance.
Pattern Recognition & Synthesis: Identify recurring questions, common confusion points, and feature gaps by analyzing support ticket trends. Surface these patterns weekly to inform documentation priorities, cohort curriculum additions, and product roadmap decisions.
Documentation Creation: Translate frequent support interactions into self-serve resources—help articles, troubleshooting guides, workflow examples, and best practice documentation that prevent future tickets.
Curriculum Feedback Loop: Collaborate with the enablement team to identify where cohort participants struggle most post-training. Your frontline observations directly inform session content improvements and additional educational resources.
Product Intelligence: Document feature requests, bug reports, and UX friction points with context about customer goals and workarounds. Provide product and engineering teams with the "why behind the what" to inform prioritization.
Automated Help System Optimization: Work with the team to identify high-volume support queries that can be automated through AI-powered help responses, knowledge base integration, or proactive in-app guidance.
Response Quality & Speed: Maintain fast response times while delivering thoughtful, complete answers that solve the root problem—not just the surface symptom. Balance efficiency with quality.
Customer Health Monitoring: Flag customers showing signs of frustration, disengagement, or churning behavior. Collaborate with Customer Success on proactive outreach when support patterns indicate deeper issues.