Location: Remote - PST or MST preferred - or working PST hours
Spark Membership is looking for a Support Specialist to help resolve complex, often technical customer issues and strengthen the support experience across our team. This role goes beyond account and billing questions. You'll be digging into product behavior, reproducing and validating bugs, and working closely with Engineering to get issues resolved.
You'll also serve as a knowledgeable resource for other agents and BPO partners working frontline tickets, and help keep our Knowledge Base accurate and useful for customers.
The ideal candidate is customer-focused, analytical, and solutions-oriented, with a strong sense of ownership over the issues they take on. This is a hands-on role in a growing company. We're looking for someone who doesn't just solve the problem in front of them, but looks for ways to prevent it from happening again. The right person is proactive, curious, comfortable with change, and motivated to make an impact.
What You'll Do
Resolve escalated customer issues involving account setup, billing, and other complex support questions
Troubleshoot technical issues by investigating product behavior, identifying root cause, and determining whether an issue is user error, a configuration problem, or a genuine bug
Validate reported bugs: reproduce the issue, gather relevant technical detail (steps to reproduce, logs, environment specifics), and confirm it's a genuine defect before escalating to Engineering
Take ownership of customer issues and work toward timely, accurate, and thoughtful resolutions
Identify customer satisfaction and retention risks and take appropriate action to address them
Provide live-chat support via Intercom
Support other support agents with troubleshooting, product knowledge, and guidance on complex issues
Write and maintain customer-facing Knowledge Base articles, translating technical or complex topics into clear, easy-to-follow guidance
Identify gaps or outdated content in the Knowledge Base and support processes, and recommend improvements
Synthesize recurring customer feedback and support trends into clear, actionable insights for Product and other teams
Help ensure escalations include clear context, troubleshooting history, and relevant technical detail for efficient resolution
Collaborate with Engineering, Product, Payments, Onboarding, and other teams to investigate and resolve customer issues
Review AI-assisted support interactions to identify recurring issues and opportunities to improve customer outcomes
Support communication during system outages or incidents and help keep other teams informed
How Success Is Measured
Customer satisfaction score
Customer retention
Quality and accuracy of issue resolution, including technical troubleshooting
Quality of bug validation and reporting
Quality and clarity of Knowledge Base content produced
Effective escalation and case management
Reduction in repeat issues and escalations
What We're Looking For
3+ years of experience in customer support, technical support, customer success, or a related customer-facing role
Strong technical troubleshooting and problem-solving skills
Comfortable investigating product behavior, reading logs, or working through technical detail to isolate an issue
Excellent written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical customers
Ability to handle complex or sensitive customer situations with patience and professionalism
Strong attention to detail, organization, and follow-through
Experience with CRM, ticketing, or customer support platforms (Intercom experience a plus)
Sound judgment when determining whether to resolve, escalate, or route an issue
Comfortable collaborating across internal teams
Nice to Have
Experience in SaaS, membership, fitness, wellness, or subscription-based businesses
Experience writing or maintaining customer-facing help center / knowledge base content
Experience supporting or partnering with outsourced or third-party support teams
Experience with support automation or AI-powered support tools
Experience using customer feedback or support data to identify trends and improve processes