LandOffer
Customer Support Specialist
Job details
- Level
- Entry level
- Education
- Bachelor's degree
- Posted
- Oct 31, 2026
- Last confirmed open
- Oct 31, 2026
About this role
About The Role
The role is the first point of contact for customers using a fast-growing SaaS platform, resolving technical and account issues across email, chat, and phone while keeping response and resolution times fast. Support sits at the intersection of customers, product, and engineering — the role turns every troubleshooting session into clearer documentation, better escalation paths, and product feedback that actually gets heard.
Key Responsibilities
Resolve 30-50 daily customer inquiries across Zendesk email, Intercom chat, and phone with high accuracy and empathy Troubleshoot technical issues including API errors, authentication failures, and integration problems, reproducing bugs before escalation Escalate complex issues to engineering with clear reproduction steps, logs, and impact assessments Own the resolution of Tier 1 and Tier 2 tickets end-to-end, meeting SLA targets for first response and time-to-resolution Write and maintain help-center articles, macros, and internal runbooks to deflect repeat tickets Track and report weekly trends in ticket volume, CSAT, and recurring issues to support leadership and product Participate in on-call rotation for after-hours escalations as coverage needs evolve What We Are Looking For 0-2 years of customer support, technical support, or customer success experience Excellent written and verbal communication — able to explain technical concepts to non-technical customers Hands-on experience with help-desk tools (Zendesk, Intercom, Freshdesk, or similar) Basic technical fluency: comfortable reading API error messages, browser dev tools, and HTTP status codes Highly organized under high ticket volume with a calm, customer-first demeanor Associate or Bachelor's degree in a technical field, or equivalent practical experience Bonus: experience with SQL, REST APIs, Postman, or scripting (Python, Bash); prior experience at a SaaS or developer-tools company; fluency in a second language