About the role
We are looking for a proactive, technical, and customer-focused Customer Success & Technical Support Specialist who can do two things exceptionally well: help customers succeed with our product and diagnose and communicate technical issues to our engineering team. You will be the bridge between our customers and our internal team, ensuring every user has an exceptional experience from onboarding through long-term retention.
Key Responsibilities
Serve as the first line of technical triage for customer reported issues, distinguishing between user error, configuration issues, and true product bugs
Reproduce and document bugs with detailed steps, screenshots, logs, and environment details, then submit structured tickets in Linear for the engineering team
Translate complex technical issues into clear, jargon-free communication for customers while simultaneously providing precise technical context to engineers
Conduct onboarding calls and send tailored onboarding emails to new customers
Provide responsive and empathetic support via email, chat, and Slack
Host 30-day success check-ins to ensure customer satisfaction and product adoption
Lead or assist in live workshops and best practice training sessions
Proactively reach out for retention and testimonial calls
Compile and track customer feedback, pain points, and feature requests
Partner closely with the product and engineering teams to identify recurring issues and advocate for customer-driven improvements
Maintain and improve internal support documentation and the customer support library in Notion
Help manage and promote the customer referral program
Prepare and deliver internal reports highlighting customer trends, bugs, and opportunities
Requirements
2 to 3 years of experience in a customer facing technical support or customer success role
Hands-on experience with GoHighLevel, HubSpot, or similar CRM and automation platforms
Demonstrated ability to troubleshoot technical issues independently, identify root causes, and escalate with full context
Experience working directly with engineering or product teams to report and resolve bugs
Comfortable with automation platforms such as Zapier, Make, or similar
Strong written and verbal communication skills, able to translate technical issues for both technical and non-technical audiences
Experience creating and maintaining technical documentation or knowledge base articles
Comfortable using tools like Notion, Slack, and Linear or similar
Highly organized, detail-oriented, and able to manage multiple open issues simultaneously
Comfortable working independently in a fast-paced, fully remote startup environment
Nice to Have
Experience with APIs, webhooks, or third party integrations
Familiarity with AI tools or AI workflow automation
Previous exposure to messaging platforms or SMS and iMessage marketing tools
Workshop facilitation or webinar experience
Experience building customer success programs or playbooks from scratch
Benefits
Fully remote, work from home
Competitive pay of $75k/year + Commission
Opportunity to be an early and impactful hire at a fast-growing startup
Note: At this time, we are unable to sponsor any visas. All applicants must be legally authorized to work in the United States.