Tier 1 Customer Support Specialist (SaaS / Salesforce)

About the role:

We’re looking for a Customer Support Specialist to be the first point of contact for our customers on a Salesforce-native SaaS platform. This role is about ownership: you take a ticket, you own it until it’s resolved.
This is not a software engineering role, but you’re expected to navigate the product deeply enough to solve problems independently, and know when and how to escalate with context, not just a forwarded ticket.
This is a remote position for the US market. Availability is expected between 9am and 6pm Central US time.

Responsibilities:
Own customer support end-to-end through chat, email, and video calls from first response to resolution.
Run onboarding sessions for new users.
Independently troubleshoot and resolve issues before escalating; when escalation is needed, create a clear, well-documented task with context and a proposed direction.
Maintain and improve the knowledge base and help center so recurring issues get solved faster.
Spot patterns across tickets and flag them to product/engineering proactively — not just react one ticket at a time.

You will succeed in this role if you have:
Fluent spoken and written English (customer-facing role) C1 or above.
At least 3 years of experience in a Customer Support role.
A proven example of resolving a customer problem independently without waiting for instructions, and the ability to explain your approach and the outcome.
Experience in retail, e-commerce, or SaaS product support.
Experience communicating with both non-technical customers and technical teams.
Ability to navigate Salesforce confidently as an end user (opening records, locating fields, understanding the basic data structure). Administration experience is not required.
Desire to be part of a small, fast-moving startup team.

Nice to have:
Experience with Intercom, Zendesk, Freshdesk, or similar support platforms.
Experience with Salesforce administration (users, roles, permission sets, basic configuration).
Background in customer success or onboarding.
Basic understanding of how integrations/APIs work enough to tell an integration issue from a UI side.
Familiarity with CRM/ERP/POS systems (conceptual level).

What success looks like:
Customers get resolutions, not just responses.
Escalations to the team come pre-investigated, with context and a proposed solution.
You proactively surface product issues before they become a pattern of complaints.
The team trusts that if it’s in your queue, it’s handled.

What’s in it for you:
15 days of paid vacation per year.
US Federal Holidays (11 days).
10 sick days per year (5 with medical certificate + 5 without).
Remote-first — full flexibility on location.
Direct mentorship from founders.
Your voice matters — direct input into product decisions, not just ticket-routing.

If you’re the kind of person who loves figuring things out, takes ownership, and believes every ticket deserves a real resolution — we’d love to hear from you.