Note: The job is a remote job and is open to candidates in USA. PERSUIT is seeking a Customer Support Associate to deliver high-quality support for customers navigating its platform. The role involves managing support requests, troubleshooting and escalating technical issues, partnering cross-functionally on resolutions, and improving support processes, documentation, data quality, automation, and AI-enabled customer experience initiatives.
Responsibilities
- Managing and resolving customer support requests, providing thoughtful, timely, and high-quality support
- Working directly with users through resolution, managing expectations with empathy and clear communication
- Troubleshooting customer issues and determining when additional technical support or escalation is needed
- Partnering with Engineering to track escalations and bugs through to resolution while keeping users and internal stakeholders informed
- Supporting the broader Customer Experience team with technical and configuration-related tasks, including platform configuration during onboarding and ongoing data quality checks
- Building deep knowledge of the PERSUIT platform to effectively troubleshoot issues and provide guidance to users
- Partnering cross-functionally with Customer Experience, Product, and Engineering to resolve issues and improve the overall customer experience
- Identifying trends across support tickets to uncover recurring customer challenges and potential product improvements
- Identifying opportunities to improve and automate support processes, including exploring how AI can help increase efficiency
- Sharing customer feedback and recurring issues with Product to help inform improvements to the platform
- Creating and maintaining support documentation and guides to encourage effective self-service and help customers get the most out of PERSUIT
Skills
- 3+ years of experience in a SaaS support role, ideally within a B2B environment
- Experience managing a customer support ticket queue and balancing multiple priorities
- Strong technical curiosity and comfort troubleshooting customer and platform issues
- Excellent written and verbal communication skills, with the ability to communicate clearly and empathetically with customers
- Strong judgment and the ability to make thoughtful decisions when prioritizing and escalating issues
- Ability to manage competing, time-sensitive demands and work independently
- A collaborative mindset and comfort working cross-functionally with teams such as Engineering, Product, and Customer Experience
- An ownership mentality and a desire to see problems through from initial question to resolution
- Candidates must have current, valid work authorization in the country where the role is based
- Experience working with an outsourced customer support team
- Experience with Zendesk, Jira, Slack, or similar tools
- Exposure to legal tech, fintech, eBilling, or another B2B SaaS environment
- Familiarity with BI tools, SQL, APIs, integrations, or similar technical concepts
- An interest in AI, data, automation, and operational efficiency
- This is a remote/hybrid role open to candidates based in the Eastern or Central time zones in the United States
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Training & Development
- Wellness Resources
Company Overview