Senior Customer Support Specialist
Posted on:
July 31, 2025
Job description
Position Overview
We're looking for an experienced Senior Customer Support Specialist to elevate our customer support function and mentor our growing support team. In this role, you'll be responsible for handling our most complex customer inquiries while providing guidance and expertise to other support team members. You are an intuitive problem solver, you’re comfortable switching gears quickly and passionate about helping people. You enjoy collaborating with both internal and external product stakeholders to arrive at clever solutions to problems. You empathise with others and take pride in delivering great support.
You'll serve as the escalation point for technical integration issues, advanced product configuration questions, and challenging customer situations. Beyond resolving complex cases, you'll play a key role in identifying process improvements, developing team capabilities, and ensuring we maintain our industry-leading support standards.
This position offers an excellent opportunity to make a significant impact on both customer experience and team development, with potential for growth into formal leadership responsibilities. You'll work closely with Product, Engineering, and Customer Success teams to drive continuous improvement across our support operations.
Responsibilities
Key Responsibilities
- Handle complex and escalated customer support cases, including technical integrations, advanced product configurations, and challenging customer situations.
- Collaborate closely with Product, Engineering, and Customer Success teams to resolve technical issues and improve product functionality.
- Identify and implement process improvements to enhance support efficiency and customer satisfaction.
- Develop and maintain support documentation, knowledge base articles, training material, and other resources to support customer education and team training.
- Conduct phone support and video calls with customers for complex technical issues.
- Monitor support metrics and contribute to achieving team KPIs and customer satisfaction goals.
- Mentor and provide guidance to support team members, sharing expertise and best practices
- Participate in customer feedback analysis and contribute insights to product development.
- You have initiative, drive and self-motivation
Job requirements
Skills and Experience
- 4+ years of customer support experience, preferably in a SaaS environment
- You are exceptionally organised. You can manage and prioritise several different tasks.
- Excellent written and verbal communication skills with the ability to explain technical concepts clearly
- Outstanding problem-solving expertise with the ability to think critically and creatively about customer challenges
- Strong technical background with experience in system integrations and API troubleshooting
- Business optimisation mindset with proven ability to identify and implement process improvements
- Continuous improvement mindset with focus on enhancing team performance and customer outcomes
- Experience with Intercom, CRMs (HubSpot), and Jira
- Comfortable with a combination of chat support, phone support and video conferencing tools for customer interactions
- Experience creating training materials and documentation using tools like Loom
- Strong mentoring and coaching abilities with a passion for developing others
- Startup and EdTech industry experience is highly regarded, with an understanding of school operations and educational technology needs
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