Customer Support Specialist Job at AdQuick, Remote

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  • AdQuick
  • Remote

Job Description

Customer Support Specialist

Location: [Remote] Reports to: [Senior Manager, Technical Operations] Team: [Customer Support]

About the Role

We're a fast-growing tech company with hundreds of users relying on our platform every day — and we're looking for a Customer Support Specialist to be their first point of contact when something goes wrong, when they have a question, or when they need help getting more out of the product.
This isn't a script-reading role. You'll work directly with users to troubleshoot issues, dig into root causes, and turn frustrating moments into great ones. You'll also be the voice of the customer internally — surfacing patterns, flagging bugs to engineering, and helping us build a better product.
If you're someone who loves solving problems, can juggle a high volume of tickets without losing the human touch, and gets satisfaction from a well-closed ticket, we want to talk to you.

What You'll Do

  • Respond to customer tickets across email, chat, and in-app messaging — quickly, clearly, and with empathy
  • Troubleshoot platform issues by investigating logs, reproducing bugs, and walking users through fixes
  • Escalate complex technical issues to engineering with clear, well-documented context
  • Own customer issues end-to-end — from first response to resolution and follow-up
  • Build and maintain help center articles, FAQs, and internal documentation
  • Identify trends in support volume and partner with product and engineering to prevent recurring issues
  • Help onboard new users and answer questions about features, integrations, and best practices
  • Contribute to improving support workflows, macros, and tooling as we scale

What We're Looking For

Required:

  • 1-3 years in a customer-facing support role, ideally at a SaaS or tech company
  • Strong written communication — you can explain technical concepts clearly to non-technical users
  • A genuine problem-solver mindset; you enjoy digging into the "why," not just patching the "what"
  • Comfortable with high ticket volume and able to prioritize ruthlessly
  • Tech-savvy — quick to learn new tools and platforms
  • Experience with a help desk tool (Zendesk, Intercom, Front, HubSpot, or similar)
  • Patience and empathy, even with frustrated users on tough days

Nice to have:

  • Experience supporting a B2B SaaS product
  • Familiarity with basic technical concepts: APIs, integrations, browser dev tools, SQL queries
  • Background in technical writing or knowledge base management
  • Experience working cross-functionally with product and engineering teams

Job Tags

Remote job, Full time

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