Customer Support Specialist

Customer Support Specialist

Remote (US based) | Full-Time | $65,000–$85,000/year + Benefits

About the Company

Our client is a fast-growing, product-led SaaS company that helps online businesses simplify and automate sales tax compliance across the United States. Their platform supports accurate tax calculation and filing across thousands of jurisdictions, enabling merchants to operate with confidence as they scale.

As the company continues to grow, they are building a high-impact Customer Support team that plays a critical role in customer satisfaction, retention, and long-term success.

About the Role

The Customer Support Specialist will deliver high-touch, white-glove support in a fast-paced and highly collaborative SaaS environment. This role focuses on resolving complex technical and tax-related issues, guiding customers with clarity and empathy, and ensuring a seamless support experience.

This position is ideal for someone who is detail-oriented, adaptable, and enjoys solving challenging problems while helping customers feel supported and confident.

Key Responsibilities

• Serve as a primary point of contact for customers via email, chat, and phone

• Provide clear, accurate, and empathetic support across a variety of customer needs

• Troubleshoot technical issues related to product integrations and sales tax filings (e.g., e-commerce platforms and payment systems)

• Conduct in-depth investigations to identify root causes of errors, notices, or system issues, escalating to Engineering when needed

• Own support tickets end-to-end, ensuring timely follow-up and thorough documentation

• Contribute proactively to support documentation, FAQs, and internal playbooks

• Meet or exceed service-level expectations for response time, resolution time, and customer satisfaction (CSAT)

• Collaborate cross-functionally with Product, Engineering, Filing, and Onboarding teams to resolve issues holistically

Required Qualifications

• 5+ years of experience in customer support, technical support, or a related role

• Experience supporting customers in a B2B SaaS, e-commerce, fintech, or similar environment

• Strong troubleshooting skills with the ability to explain solutions to both technical and non-technical users

• Excellent written and verbal communication skills

• Experience using support and collaboration tools such as ticketing systems, Slack, Jira, and Confluence

• Strong organizational skills with the ability to manage priorities in a fast-paced environment

• Proactive, solution-oriented mindset with strong attention to detail

• Comfort working independently in a fully remote, asynchronous environment

Preferred Qualifications

• Familiarity with sales tax compliance or experience supporting customers with tax notices, filings, or regulatory documentation

• Basic understanding of APIs and technical troubleshooting

• Experience working in startups or early-stage environments where processes are still being built

What’s Offered

• Fully remote work environment (U.S.-based)

• Competitive salary range of $65,000–$85,000 per year

• Benefits including health insurance, 401(k), paid time off, and parental leave

• Supportive, trust-based, asynchronous team culture

• Opportunity to make a meaningful impact at a growing SaaS company

• Strong learning and growth opportunities within a small, collaborative team