Customer Support Specialist

Summary

Join Turnstile, a leading revenue lifecycle management platform, as our first Support Specialist! In this critical role, you will be the first point of contact for client support, troubleshooting issues, and ensuring a world-class client experience. You will manage and respond to support requests, collaborate with cross-functional teams, and contribute to internal documentation improvements. This fully remote position offers competitive pay, comprehensive benefits, and the opportunity to shape the customer-facing organization from the ground up. We are seeking a highly capable individual with strong problem-solving skills, excellent communication, and experience in a B2B SaaS or fintech environment. If you thrive in fast-paced environments and are passionate about providing exceptional client support, we encourage you to apply.

Requirements

• Have 2-5 years in a support, technical support, or customer success role, preferably in a B2B SaaS or fintech environment
• Have exceptional problem-solving skills—you’re resourceful, detail-oriented, and able to think on your feet
• Be a thoughtful and clear communicator with the ability to break down complex topics into succinct, client-friendly explanations
• Have the ability to manage high ticket volume while maintaining high-quality responses
• Have experience setting up and working with ticketing systems (HubSpot, Intercom, or similar)
• Have an ability to thrive under pressure, quickly assess problems, and deliver solutions in real-time

Responsibilities

• Educate and empower clients, proactively guiding them on best practices for using Turnstile
• Resolve complex support issues from clients via email and Slack, ensuring fast, clear, and accurate responses
• Own ticket triage & prioritization, identifying the root cause of issues and escalating appropriately
• Troubleshoot (technical) issues related to quoting, eSign, invoicing, and integrations (e.g., HubSpot, Salesforce, Stripe, etc.)
• Contribute to internal documentation, improving processes and reducing repeated inquiries
• Drive improvements, identify trends, and proactively prevent recurring issues

Preferred Qualifications

• Have SQL or data querying experience
• Have direct experience partnering closely with founders / c-suite
• Have been the first Customer Success or Support hire at a venture-backed startup
• Have experience in leveraging the latest AI automation tooling

Benefits

• Competitive and Fair Pay : Equal pay by role and level at the 75th percentile of SF salaries ($90,000 to $135,000 for this role, depending on level) with meaningful equity
• Fully Remote : Distributed by design with team members from San Francisco to Raleigh
• Fully Covered Health Benefits : 100% paid medical, mental health, dental, and vision premiums for you and your family
• Paid Parental Leave : 16 weeks for birthing parent, 12 weeks for all other parents welcoming a new child into their home
• 401(k) : With 4% company contribution, regardless of what you put in
• Flexible PTO : Take the time you need to unplug and unwind
• Setup : New Mac + $1,500 annual stipend to make your home workspace more comfortable and productive