Customer Support Specialist

Sweep•Denver, CO

9d•Hybrid

About The Position

Sweep is a company focused on helping businesses map climate and ESG data, track and disclose performance, and take action through its sustainability platform. The Customer Support Specialist supports customers as they use Sweep’s B2B SaaS solution, helping them resolve challenges and build long-term relationships with users. The role is part of the Product Department and reports to the Customer Support Lead. It is a hybrid position based in Denver, and the successful candidate must be able and willing to work from the Denver office. The role’s stated availability is 09:00–17:00 Mountain Time. The specialist provides ongoing assistance through the help center and support channels, investigates customer concerns, and works with internal teams to address questions and technical challenges. The role also contributes to customer self-service resources, communicates customer feedback across Sweep, and supports ongoing improvements to service quality and customer satisfaction.

Requirements

2–3 years of experience in customer support, technical support, helpdesk, or a 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.

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 climate, ESG, sustainability, or carbon accounting.
French language skills.
Empathetic and people-oriented, with a strong focus on creating a positive customer experience.
Comfortable building customer relationships and collaborating across teams.
Responsive while prioritizing quality, accuracy, and thoughtful investigation.
Open to constructive feedback and continuous improvement.
Enthusiastic, self-motivated, and able to work with a high degree of autonomy.
Comfortable working in a growing, international SaaS company.

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 as 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.