Support Specialist (SaaS)
About The Position
At Hauler Hero, we’re on a mission to simplify and modernize the waste hauling industry. Our platform helps haulers run more efficient operations, strengthen customer relationships, and grow their businesses. The Role We’re hiring a Support Specialist to provide fast, thoughtful, and reliable customer support. You’ll support customers primarily through live chat, with additional support via email and internal channels. You’ll be responsible for meeting our sub-4-minute first-response standard while ensuring every interaction feels clear, professional, and supportive. This role is ideal for someone early in their career who enjoys helping people, managing multiple conversations, and learning how a SaaS product works. You’ll collaborate closely with Technical Support, Customer Success, and Product teams to ensure customer issues are handled quickly and accurately. This position includes participation in a rotating weekend coverage schedule.
Requirements
- 0–2 years of experience in customer support or customer-facing roles (SaaS preferred)
- Strong written communication skills
- Ability to manage multiple conversations at once with accuracy and professionalism
- Strong attention to detail and follow-through
- Comfort learning new tools and workflows
- Reliable internet connection and dedicated, distraction-free workspace
- Ability to maintain consistent availability aligned with support coverage needs
- Willingness to participate in rotating weekend coverage
Nice To Haves
- Prior experience with live chat or customer support tools
- Familiarity with SaaS products or technology platforms
- Experience creating short Loom videos or annotated screenshots
- Interest in growing into technical support or customer success roles
Responsibilities
- Respond to customer inquiries primarily via live chat, with support via email and internal channels
- Maintain fast, accurate, and empathetic communication aligned with response-time expectations
- Triage customer issues and gather relevant context before escalation
- Clearly document issues and customer interactions for follow-up or escalation
- Manage multiple conversations simultaneously while maintaining quality and professionalism
- Partner with Technical Support and Customer Success to ensure smooth handoffs
- Contribute to a positive support culture focused on ownership, accountability, and teamwork
Benefits
- Competitive salary
- Health, dental, vision insurance
- Flexible PTO
- Remote-first culture
- Modern development tools and AI assistants
- Paid time off and paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
