Note: The job is a remote job and is open to candidates in USA. SourceWhale is the leading AI native Recruitment Productivity Platform, focused on enhancing recruiter efficiency. The Customer Support Specialist will provide technical support, collaborate with teams, and ensure customer satisfaction by resolving issues and improving processes.
Responsibilities
- Owning inbound support conversations in Intercom, from first response through to resolution and follow-up
- Diagnosing and troubleshooting technical issues such as integrations, sync issues and data discrepancies
- Reproducing issues reliably and capturing high-quality technical detail
- Communicating clearly with customers via chat, email, phone or video calls setting expectations and providing timely updates
- Working cross-functionally with Product and Engineering to escalate issues, validate fixes and improve the product
- Identifying recurring themes and pain points, collecting customer feedback, and helping guide prioritisation of product improvements
- Creating and updating Intercom articles and FAQs to support automated customer support
- Improving internal troubleshooting playbooks and support processes to increase speed and consistency
- Continuously building your knowledge of our products, integrations, and the recruitment tech ecosystem
- Become highly effective in the SourceWhale product and core integration flows
- Own tickets end-to-end with clear customer communication and consistent follow-ups
- Produce high-quality escalations that reduce back-and-forth with Engineering
- Help reduce repeat issues through documentation, improved workflows, or clear product feedback
Skills
- Customer Success or Support experience in the SaaS startup space
- Experience working in a customer support capacity
- Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences
- Strong listening and problem solving skills
- Ability to work with multiple ongoing priorities and live projects
- Ability to work cross-functionally with distributed remote teams in a startup environment
- Driven and proactive approach with a strong willingness to learn
- Experience troubleshooting integrations
- Experience working for a Recruitment Technology company
- Previous Recruiting experience would be a plus
- Strong presentation skills
- Strong technical acumen
Benefits
- 25 days PTO (not including federal holidays)
- Macbook + any extra tech or software necessary for your role.
- Remote first business with flexible working arrangements.
- WeWork Global Access Pass.
- Competitive health, dental, and vision packages, including two medical plan options with $0 premiums for employees.
- Extended mental health cover and Employee Assistance Programme (EAP).
- Compassionate leave policy.
- Company trips such as Miami & New York.
- First hand experience of a startup - huge ability to make an impact!
Company Overview