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.