Senior Technical Support Specialist

Summary

Join Passion.io, a leading platform for creators, as a Senior Technical Support Specialist and elevate our technical support to the next level. You will be responsible for providing outstanding Tier 2 support, identifying areas for process improvement, and proactively suggesting product enhancements. This role requires 3-4 years of technical support experience in SaaS, ideally in the creator space, along with proficiency in HubSpot and experience working with remote teams. Passion.io offers a remote work environment, flexible equipment policy, generous paid time off, paid parental leave, and opportunities for professional development. If you are a passionate problem-solver who thrives in ambiguous situations and enjoys crafting innovative solutions, apply now!

Requirements

• 3-4 years of technical support experience in SaaS, ideally in the Creator space, handling customer inquiries and resolving complex issues
• Experience with HubSpot and working with remote, globally distributed teams
• Track record of cross-functional collaboration with engineering, sales, and other teams
• Thrives in ambiguous situations and driven by improving processes and solving recurring problems
• A passion for driving value for customers - helping non-technical customers with technical products and identifying upsell opportunities

Responsibilities

• Deliver outstanding Tier 2 support, delighting customers with your technical expertise
• Identify improvement potentials in customer support processes, driving efficiency and enhancing the customer experience
• Provide top-notch tech support, resolving issues quickly and effectively while maintaining high satisfaction scores
• Engage with our product, providing proactive suggestions for improvement through root cause analysis and feedback

Preferred Qualifications

• Experience in the Creator space and familiar with its unique challenges
• A knack for identifying and implementing improvements in Help Centers or data quality
• Experience with AI chatbots or enhancing self-service efficiency
• A history of working with CS teams that proactively drive value and upsell opportunities

Benefits

• Full flexibility to work from wherever you choose
• Join us for regular international gatherings at amazing venues
• Thrive in an entrepreneurial work style where success is measured by results, not hours clocked
• Experience a steep learning curve with regular career coaching, internal and external training, and support for conferences, courses, and books
• Work in an open, honest, and creative environment where your opinion is highly valued
• Benefit from a flexible equipment policy with an annual budget renewal
• We’ll help cover the costs [of co-working space]
• Enjoy 24 days of paid vacation plus 10 days of “Celebration Leave” for holidays that matter to you
• Take advantage of our generous paid parental leave