Tier I Support Specialist

DOPE LLC•Eagan, MN

2d•$40,000 - $50,000•Onsite

About The Position

The Tier I Support Specialist plays a critical role on our Customer Success Team, ensuring client accounts are running smoothly, resolving issues promptly, and creating a positive experience for every customer. In this role, you’ll be the first point of contact for client questions, troubleshooting, and process guidance while collaborating with the internal team to keep campaigns on track. Our clients are home service business owners: HVAC, roofing, landscaping, plumbing. They're busy, they're direct, and they need fast answers. If you can handle a high volume of client interactions, multitask without dropping the ball, and turn frustrated clients into loyal ones, this role has real growth potential.

Requirements

1+ years of experience in customer support, client success, or account management
Familiarity with support platforms (Crisp, Intercom, Zendesk, or similar) and CRM systems (HubSpot experience is a strong plus)
Exposure to / experience with basic troubleshooting on web-based or cloud applications
Comfort with AI-powered support tools and a willingness to leverage automation
Exceptional written and verbal communication
Analytical mindset
Ability to work cross-functionally with sales, product, and operations teams
You take ownership. When a client has a problem, it becomes your problem until it's resolved
Strong inquisitive, communication and multitasking skills and the ability to self-direct work with a focus on action
Excellent time management and prioritization capabilities

Nice To Haves

Relevant industry experience in home service or local business, online retail, social commerce is a plus.
Applicable certifications are a plus (Ex: HubSpot, Zendesk, etc)

Responsibilities

Triage inbound issues accurately — act as the first point of contact for client inquiries via email, phone, and chat, ensuring prompt and professional responses
Resolve common/known issues independently using existing documentation and resources — Identify and troubleshoot technical issues, work with clients and internal teams to resolve them effectively
Provide guidance and support to clients in using our software, tools, and services
Escalate complex issues with enough context for leadership to act on quickly
Document customer interactions and resolutions in the CRM system to maintain timely, accurate and comprehensive records
Contribute to improving processes by identifying opportunities for enhanced service delivery
Maintain rigorous time management to resolve customer issues and drive platform adoption
Collaborate with internal teams to identify, escalate and resolve recurring client issues
Represent the brand well under pressure