Support Specialist

Summary

Join Wingspan, a Series B startup, as a Customer Support Representative and help deliver high-quality support to contractors worldwide. You will be the primary point of contact for customers, resolving their issues through various channels like chat, email, and phone. Become an expert on Wingspan's product and customer experience, translating customer needs into detailed escalations and bug reports. This role requires excellent communication skills, empathy, and problem-solving abilities within a fast-paced environment. You will work a scheduled shift, supporting a dynamic product and contributing to the growth of the support organization. The position offers a competitive compensation package and various benefits.

Requirements

• You have excellent written and verbal communication skills in English and thrive in a remote, writing-first environment
• Empathetic. Excellent at talking to people, understanding their problems, and making them feel heard
• Detailed and action-oriented, with ability to manage multiple requests, respond quickly and with high quality, and problem solve on the fly
• Curious and critical thinker. You are a proactive problem solver who is energized even in uncharted territory. You’re keen to raise your hand when you see a problem, and you want to understand the why beneath it
• You are available to work United States East Coast hours (9:00pm - 5:00pm or 12:00pm - 8:00pm ET)
• 1+ years working directly for SaaS companies with Customer Support, Account Management or related experience

Responsibilities

• Work a regularly scheduled shift where you own incoming customer requests and help resolve their issues via chat, email and phone
• Become an expert on Wingspan’s product and customer experience
• Help understand customers needs and translate them into detailed escalations and bug reports
• Work in a fast-paced and high-growth environment supporting a dynamic product

Benefits

• Unlimited vacation
• Competitive stock option package
• $300 one-time WFH stipend
• Top of the line 14" Macbook Pro
• Travel stipend for team off-sites