Support Specialist

Summary

Join Later as a Support Specialist and deliver exceptional support experiences to customers using our social media and influencer marketing software. You will provide email, chat, and video support, troubleshooting complex issues across various products and platforms. Collaborate with other teams to enhance the customer experience, create knowledge base articles, and identify opportunities for improvement. Develop a deep understanding of our product suite, including features and integrations. Proactively identify and communicate feature requests and usability issues to advocate for customer-centric product development. Contribute to internal projects that improve tools, processes, or service quality. Champion a customer-centric culture, providing strategic insights to drive long-term growth and success. This role requires strong organizational skills, a customer-centric mindset, clear communication, and technical familiarity with support platforms and ticketing systems.

Requirements

• Strong Organizational Skills: Ability to manage competing priorities while maintaining accuracy and focus
• Customer-Centric Mindset: Genuine enthusiasm for helping customers and solving problems proactively
• Clear Communication: Excellent written and verbal skills for engaging with customers and teammates
• Team Collaboration: Comfortable working across teams and sharing ownership of outcomes
• Analytical Thinking: Able to assess tickets, spot trends, and apply insights to improve service
• Technical Familiarity: Experience with support platforms (e.g., Zendesk, Intercom) and ticketing systems (e.g., JIRA)
• Adaptability: Thrive in a fast-paced environment with shifting needs and priorities

Responsibilities

• Provide high-quality, timely support to customers
• Tailor communication to various audiences, ensuring understanding across technical and non-technical users across diverse industries
• Create and maintain internal knowledge base articles, leveraging customer feedback for continuous improvement
• Collaborate cross-functionally (Product, Engineering, Services teams) to enhance the overall customer experience
• Troubleshoot and resolve complex customer issues across products and platforms
• Identify root causes, replicate issues, and propose actionable solutions
• Leverage organizational tools and resources to deliver prompt and effective troubleshooting support
• Produce detailed, high-quality bug tickets that streamline issue resolution
• Anticipate obstacles and adapt problem-solving approaches for optimal outcomes
• Mentor and guide more junior team members to elevate collective problem-solving capabilities
• Develop and maintain a deep understanding of our full product suite, including features, integrations, and APIs
• Stay consistently informed about product updates, trends, and emerging features to provide accurate customer assistance
• Advocate for customer-centric product development by identifying and communicating feature requests and usability issues
• Act as a subject-matter expert within the team, contributing to training and documentation initiatives
• Understand customer goals and pain points to offer solutions aligned with their business needs
• Proactively identify opportunities to enhance customer satisfaction and loyalty through innovative solutions
• Contribute to internal projects that improve tools, processes, or service quality
• Champion a customer-centric culture, providing strategic insights to drive long-term growth and success

Benefits

Salary Range: $45,000 - 52,000 USD