Lead Support Specialist

Northbeam

10h•$100,000 - $140,000•Remote

About The Position

The Lead Support Specialist role is a key member of the post-sales team, working closely with Customer Success and directly with customers, while partnering as needed with Product and Engineering. This role owns the quality and consistency of customer support while handling complex, ambiguous customer issues that require strong analytical thinking, clear communication, and cross-functional coordination. In addition to day-to-day support, this role is responsible for identifying where our support systems, processes, and tooling can improve, and helping drive those improvements. The ideal candidate understands digital marketing and analytics fundamentals, can reason through data discrepancies, and thrives in fast-moving, lightly structured environments.

Requirements

3+ years of experience in Customer Support, Technical Support, or Customer Success
Experience supporting Software as a Service (SaaS) products
Background or working knowledge of digital marketing, analytics, or marketing technology
Experience working directly with customers in a fast-paced, high-touch environment
Excellent written and oral communication skills, with the ability to adapt messaging for technical and non-technical audiences
Strong ability to explain complex or technical concepts in clear, easy-to-understand language
Proficiency in Microsoft Office Excel (for example: VLOOKUPs, SUMIFs, and similar functions)
Strong analytical and problem-solving abilities
Strong organizational and time management skills
Comfortable operating with ambiguity, limited structure, and evolving processes
Ability to manage multiple customer conversations and priorities simultaneously

Responsibilities

Act as the primary point of contact for customer inquiries and internal support tickets from client-facing teams via email, recorded screenshares, live video calls, and internal channels
Handle complex, high-context customer issues that require investigation, explanation, and coordination across teams
Work directly with customers to troubleshoot setup, data health issues, and product-related questions
Identifies educational gaps in how customers understand the platform and works to close those gaps through documentation, product changes, improved onboarding, or better explanations
Collaborates closely with Customer Success, Product, and Engineering—working cross-functionally without needing deep backend expertise—and understands when to escalate technical or product-level issues with clear context and detailed reproduction steps
Proactively recommend and help implement improvements to support workflows, documentation, tooling, or handoff processes
Surface patterns in customer pain points and provide actionable feedback to Product and Engineering
This role will help shape how support operates and scales over time