Customer Support Specialist

Bound•Ames, IA

2d•Hybrid

About The Position

As a Customer Support Specialist at Bound, you are the human side of our support experience. While AI handles a lot of our support questions, you step in where it matters most: resolving complex problems, navigating sensitive situations, and delivering the kind of thoughtful, relationship-aware support that only a human can provide. Whether it's diagnosing a tricky platform issue for an athletic director mid-season, walking a frustrated parent through a ticket purchase, or coordinating with internal teams to fix something that's broken, you're the person customers talk to when they need real help. Your judgment, empathy, and problem-solving skills are what turn difficult moments into trust-building ones. This role is ideal for someone who thrives on solving hard problems for real people, communicates with clarity and care, and understands that the conversations AI can't handle are often the ones that matter most.

Requirements

Strong written and verbal communication skills with a warm, professional tone, especially under pressure.
Genuine empathy and patience when working with frustrated or non-technical users.
Strong problem-solving skills with the ability to diagnose issues, think through edge cases, and find creative resolutions.
Comfort troubleshooting software issues and guiding users through step-by-step solutions.
Ability to manage complex, multi-touch support cases while maintaining quality and attention to detail.
Good judgment about when to resolve independently vs. when to escalate or loop in other teams.
Comfort learning new tools and adapting to evolving processes.

Nice To Haves

1+ years of experience in customer support, helpdesk, or a similar customer-facing role, ideally handling escalated or complex cases.
Experience using support platforms such as Intercom, Zendesk, or similar tools.
Familiarity with SaaS products or ed-tech platforms.
Background in K–12 school administration, athletics, or activities.
Experience with CRM systems such as HubSpot.
Comfort working alongside AI support tools and understanding where human support adds the most value.

Responsibilities

Handle escalated and complex support conversations that require human judgment, including troubleshooting, problem resolution, and sensitive customer situations.
Diagnose and resolve product issues that go beyond standard troubleshooting, coordinating with internal teams when needed.
Provide empathetic, context-aware support via Intercom Chat, Email, and Phone, picking up where AI leaves off with full awareness of the customer's history and sentiment.
Partner with Account Managers to align support interactions with account strategy, flagging risks and sharing insights from customer conversations.
Own complex, multi-step support cases from start to resolution, keeping customers informed throughout.
Identify patterns in escalated issues and surface them to the team to improve AI deflection, documentation, or product fixes