Customer Support Associate

Remote (United States)

About the Role

Location: Eastern or Central time zones, United States

Workplace: Remote

Employment Type: Full-time

Experience: 3+ years in SaaS customer support, ideally in a B2B environment

Core Areas: SaaS customer support, ticket queue management, technical troubleshooting, issue escalation, platform configuration, data quality, support documentation, process automation

Compensation: Base salary of $65,000-$75,000 per year

About the Role

The Customer Support Associate delivers timely, thoughtful, and high-quality support by managing incoming requests, troubleshooting platform issues, coordinating technical escalations, and working directly with users through resolution. The role requires clear communication, customer empathy, sound judgment, and ownership of each issue from the initial question through the final outcome.

This position combines customer support with hands-on technical and configuration work in a B2B SaaS environment. Responsibilities also include analyzing recurring ticket trends, improving support processes and documentation, performing data quality checks, and exploring how data, automation, and AI can increase support efficiency and strengthen the customer experience.

What You'll Do

• Manage and resolve customer support requests while providing thoughtful, timely, and high-quality assistance.
• Work directly with users through resolution, clearly communicating progress and managing expectations with empathy.
• Troubleshoot customer and platform issues and determine when additional technical support or escalation is required.
• Partner with Engineering to track escalations and bugs through resolution while keeping users and internal stakeholders informed.
• Support the Customer Experience function with technical and configuration-related work, including platform configuration during onboarding and ongoing data quality checks.
• Develop deep knowledge of the platform to diagnose issues effectively and provide accurate guidance to users.
• Work cross-functionally with Customer Experience, Product, and Engineering to resolve issues and improve the overall customer experience.
• Analyze support ticket trends to identify recurring customer challenges and potential product improvements.
• Identify opportunities to improve and automate support processes, including ways AI can increase efficiency.
• Share customer feedback and recurring issues with Product to help guide platform improvements.
• Create and maintain support documentation and user guides that encourage effective self-service and help customers use the platform successfully.

Qualifications

Required Experience

• At least 3 years of experience in a SaaS customer support role, ideally within a B2B environment.
• Experience managing a customer support ticket queue while balancing multiple priorities.

Required Skills

• Strong technical curiosity and the ability to troubleshoot customer and platform issues.
• Excellent written and verbal communication skills, including the ability to communicate clearly and empathetically with customers.
• Strong judgment and the ability to make thoughtful decisions when prioritizing and escalating issues.
• Ability to manage competing, time-sensitive demands and work independently.
• Ability to collaborate cross-functionally with Engineering, Product, and Customer Experience.
• Strong organizational skills and the ability to remain focused while managing a reactive workload.
• Ability to investigate detailed technical problems and work comfortably with platform configuration.
• Ownership mentality and commitment to seeing problems through from the initial question to resolution.
• Curiosity and a continuous-improvement mindset focused on processes, recurring product issues, documentation, and more efficient ways of working.
• Current, valid authorization to work in the United States; visa and work permit sponsorship are not available.

Preferred Qualifications

• Experience working with an outsourced customer support team.
• Experience using Zendesk, Jira, Slack, or similar tools.
• Experience in legal technology, financial technology, eBilling, or another B2B SaaS environment.
• Familiarity with business intelligence tools, SQL, APIs, integrations, or similar technical concepts.
• Interest in AI, data, automation, and operational efficiency.

Benefits

• Medical, dental, and vision coverage
• 401(k) and IRA retirement plans
• Paid vacation, sick leave, and public holidays
• Maternity and paternity leave
• Training and professional development
• Wellness resources