Senior Support Specialist

Nagish•New York, NY

20h•$65,000 - $85,000

About The Position

As a Senior Support Specialist at Nagish, you will be the first point of contact for users, ensuring exceptional support and accessibility for the Deaf and hard-of-hearing community. With a focus on unreasonable hospitality, you’ll communicate with empathy, prioritize user needs, and go above and beyond to deliver a seamless, positive experience, consistently exceeding expectations. On a day-to-day, you will: Respond to customer inquiries via Intercom, chat, email, and other support channels with professionalism, warmth, and care. Troubleshoot and resolve technical issues while ensuring users feel seen, valued, and supported. Educate users on how to best utilize Nagish’s services, empowering them to communicate seamlessly. Track and document customer interactions to identify common challenges and areas for improvement. Work closely with the Product and Engineering teams to relay user feedback and contribute to product enhancements.

Requirements

3+ years of proven experience in customer support, preferably in telecommunications.
Fluency in English both written and spoken.
Strong written communication skills, with an ability to explain technical concepts clearly and concisely.
Proficiency in support and project management tools such as Intercom, Mixpanel, Linear, Monday.com, Asana - a must
A problem-solving mindset with the ability to multi-task.
Strong technical orientation with the ability to understand complex technical concepts - A must.
Tuesday - Saturday workweek to support coverage needs.
Located in MT/PST time zones covering 10am - 6pm PST.
Compensation: $65,000–$85,000 per year, depending on experience and qualifications, based on local laws.

Nice To Haves

Fluency in ASL (American Sign Language) Strong Preference.
Experience working with the Deaf and Hard of Hearing community.
Experience in building automation flows.

Responsibilities

Respond to customer inquiries via Intercom, chat, email, and other support channels with professionalism, warmth, and care.
Troubleshoot and resolve technical issues while ensuring users feel seen, valued, and supported.
Educate users on how to best utilize Nagish’s services, empowering them to communicate seamlessly.
Track and document customer interactions to identify common challenges and areas for improvement.
Work closely with the Product and Engineering teams to relay user feedback and contribute to product enhancements.