Customer Support Specialist

Highwire • Burlington, MA

2d

About The Position

To support our growth, we are growing our team of Customer Support Specialists. In this role, you’ll be the front line of our customers' experience — helping Highwire thrive by delivering exceptional service, problem-solving with care, and guiding customers to make the most of our platform. If you’re energized by helping people succeed, love learning, and take pride in your communication skills, this is your chance to make a meaningful impact. Your mission: Your mission is to help our customers by providing best-in-class customer service. You’ll solve problems efficiently, build trust in every interaction, and offer clear, actionable guidance that helps users confidently navigate our platform. Your work will play a critical role in improving customer retention and platform success. What you'll do: Deliver real-time, professional support. You’ll respond to customer questions via email, chat, and phone using our CRM platform. Your responses will meet SLAs, reflect our high-quality standards, and balance efficiency with empathy. Become a product expert. As our platform evolves, you’ll continuously deepen your product knowledge and become a resource for internal teams and customers. You’ll be ready to support new feature rollouts and guide users with clarity and confidence. Support continuous product improvement. You’ll identify bugs and feature gaps, clearly document them in Jira, and escalate internally to help shape a better customer experience. Ensure data quality and accuracy. You’ll review customer profile data, ensuring submissions are complete, accurate, and properly input into the Highwire Platform. Guide customers to success. You’ll not only answer questions, but help customers understand best practices and make informed decisions that help them succeed with our tools setting them up for long-term platform success. Who you are: An effective communicator. You write and speak with clarity, professionalism, and empathy. You know how to tailor your tone and stay calm under pressure. Detail-oriented & organized. You manage your customer queue and assigned tasks like a pro, never dropping a ball and always following through. Driven. You take initiative, own solutions from start to finish, and inspire those around you with your accountability. Adaptable. You adjust seamlessly to evolving priorities, feedback, and product changes — always with a growth mindset. Patient & empathetic. You lead with understanding and listen actively to customer concerns, while maintaining composure even in tough conversations. This role is a great fit for someone with experience in technical support, customer success, or another client-facing role who’s excited to grow their skills in a fast-moving environment. It’s also a strong match if you have a knack for untangling problems — especially technical ones — and enjoy helping people navigate complexity with clarity and care. If you’re curious, thoughtful, and motivated to make customers feel truly supported, we’d love to hear from you.

Requirements

• An effective communicator.
• Detail-oriented & organized.
• Driven.
• Adaptable.
• Patient & empathetic.
• experience in technical support, customer success, or another client-facing role
• a knack for untangling problems — especially technical ones
• enjoy helping people navigate complexity with clarity and care.
• curious, thoughtful, and motivated to make customers feel truly supported

Responsibilities

• Deliver real-time, professional support.
• Become a product expert.
• Support continuous product improvement.
• Ensure data quality and accuracy.
• Guide customers to success.

Benefits

• Medical, Dental, & Vision Insurance.
• 401k.
• Parental leave.
• Flexible PTO.
• Mentorship.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees