Customer Support Specialist - East Coast - USA

SourceWhale • Tampa, FL

1d • Remote

About The Position

As our Customer Support Specialist, you will be at the centre of the customer experience, providing technical support and collaborating with different teams to improve the product. Reporting directly into the UK Support team lead, this is an opportunity to join a newly formed team with a clear remit and investment, united by a shared goal: our clients’ success with SourceWhale!

Core support responsibilities include owning inbound support conversations in Intercom, from first response through to resolution and follow-up. This involves diagnosing and troubleshooting technical issues such as integrations, sync issues and data discrepancies, reproducing issues reliably and capturing high-quality technical detail. You will communicate clearly with customers via chat, email, phone or video calls, setting expectations and providing timely updates. You will also work cross-functionally with Product and Engineering to escalate issues, validate fixes and improve the product.

Proactive improvement responsibilities include identifying recurring themes and pain points, collecting customer feedback, and helping guide prioritisation of product improvements. You will create and update Intercom articles and FAQs to support automated customer support, and improve internal troubleshooting playbooks and support processes to increase speed and consistency. Continuous learning about our products, integrations, and the recruitment tech ecosystem is also key.

Examples of issues you’ll work on include CRM/ATS integrations (connection issues, permissions, field mapping, and sync behaviour), data issues (duplicates, missing records, incorrect values, and import/export problems), API issues (authentication/authorisation errors, rate limits), and browser/environment issues (extensions, cookies/cache and user permissions).

Requirements

• Customer Success or Support experience in the SaaS startup space
• Experience working in a customer support capacity.
• Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences
• Strong listening and problem solving skills
• Ability to work with multiple ongoing priorities and live projects
• Ability to work cross-functionally with distributed remote teams in a startup environment
• Driven and proactive approach with a strong willingness to learn

Nice To Haves

• Experience troubleshooting integrations
• Experience working for a Recruitment Technology company
• Previous Recruiting experience would be a plus
• Strong presentation skills
• Strong technical acumen

Responsibilities

• Owning inbound support conversations in Intercom, from first response through to resolution and follow-up.
• Diagnosing and troubleshooting technical issues such as integrations, sync issues and data discrepancies.
• Reproducing issues reliably and capturing high-quality technical detail.
• Communicating clearly with customers via chat, email, phone or video calls setting expectations and providing timely updates.
• Working cross-functionally with Product and Engineering to escalate issues, validate fixes and improve the product.
• Identifying recurring themes and pain points, collecting customer feedback, and helping guide prioritisation of product improvements.
• Creating and updating Intercom articles and FAQs to support automated customer support.
• Improving internal troubleshooting playbooks and support processes to increase speed and consistency.
• Continuously building your knowledge of our products, integrations, and the recruitment tech ecosystem.

Benefits

• 25 days PTO (not including federal holidays)
• Macbook + any extra tech or software necessary for your role.
• Remote first business with flexible working arrangements.
• WeWork Global Access Pass.
• Competitive health, dental, and vision packages, including two medical plan options with $0 premiums for employees.
• Extended mental health cover and Employee Assistance Programme (EAP).
• Compassionate leave policy.
• Company trips such as Miami & New York.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed