Support Specialist

Summary

Join Coefficient, a VC-backed SaaS startup, as a Support Specialist and contribute to our remote-first company culture. You will be responsible for resolving a high volume of user requests through various support modalities, investigating and fulfilling tier 1 support requests, and collaborating with internal stakeholders. This role requires strong communication, problem-solving, and organizational skills, along with experience in SaaS customer support and proficiency in Google Sheets or Excel. The ideal candidate will be empathetic, resourceful, and possess a positive attitude. This position offers the opportunity to work in a fast-paced, dynamic environment and contribute to a growing company.

Requirements

• Minimum 4+ years of SaaS customer support experience
• Must have an intermediate/advanced level knowledge of Google Sheets or Excel
• Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
• Strong written and verbal communication skills - You are an effective communicator and listener, and you adapt easily to varied communication methods
• Collaboration - You value teamwork and contribute to a synergistic work environment where people learn from one another
• Strategic problem solving - You can leverage multiple resources to inform and support critical decisions
• Excellent organization - You effectively prioritize work to target the highest-impact issues first
• Optimism - You are motivated by a challenge, and you approach problems with a positive attitude
• Ability to remain calm under pressure -- You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations
• Desire to learn - You're a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback

Responsibilities

• Resolve a high volume of user requests through various support modalities which may include inbound and outbound email, chat, and messaging
• Investigate and fulfill all tier 1 support requests while communicating directly with users and internal stakeholders. This includes collaborating across teams to escalate issues as necessary
• Navigate ambiguity in one-off issues to deliver exceptional outcomes
• Diagnose problems and propose possible solutions for the short- and long-term
• Complete thorough documentation and notation on user requests to be able to provide feedback to leadership and program teams regarding processes and trends
• Demonstrate strong written and verbal communication skills while being mindful of your tone and your pace in order to respond to and exceed customers' expectations

Preferred Qualifications

• Bachelor's Degree in Business, Communications, English, or Journalism
• Support experiences in a high-volume environment, such as service industries, retail, or hospitality
• Experience with Zendesk, SQL, Salesforce, HubSpot, are a plus!