Note: The job is a remote job and is open to candidates in USA. Project Blue is seeking a proactive, technical, and customer-focused Customer Success & Technical Support Specialist to help customers succeed with its product and serve as a bridge between customers and internal teams. The role manages onboarding, technical triage, bug reporting, customer support, success check-ins, workshops, feedback collection, documentation, and customer retention initiatives.
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
Skills
- 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
- All applicants must be legally authorized to work in the United States
- 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
- Unable to sponsor any visas
Benefits
- Fully remote, work from home
- Commission
- Opportunity to be an early and impactful hire at a fast-growing startup
Company Overview