Customer Support Specialist Job at ATR, San Francisco, CA

  • ATR
  • San Francisco, CA

Job Description

Customer Support Specialist

Location: San Francisco CA (Onsite 5 days/week)
Compensation: $90000$120000/year rich comprehensive benefits
Employment Type: Full-Time

About the Role

We are seeking a technically curious customer-focused Customer Support Specialist to join a fast-growing AI-driven SaaS company in San Francisco.

This role is ideal for someone who thrives in a fast-paced startup environment enjoys solving complex problems and takes ownership of customer issues from start to finish. Youll manage a high-volume support queue while troubleshooting technical challenges and collaborating with internal teams to deliver an exceptional customer experience.

Key Responsibilities

  • Manage approximately 2040 customer support tickets daily maintaining speed accuracy and quality.
  • Troubleshoot product issues workflows integrations configurations and technical bugs.
  • Investigate and reproduce issues using internal tools logs and AI-powered resources before escalating.
  • Provide clear concise and empathetic customer communication through email and Slack.
  • Collaborate with Engineering and Product teams to resolve complex issues and identify recurring problems.
  • Prioritize urgent customer requests while balancing daily support responsibilities.
  • Contribute to improving support processes documentation and automation.

Qualifications

  • 2 years of customer support experience preferably in B2B SaaS or technology.
  • Proven experience managing a high-volume support queue (ideally 2040 tickets/day).
  • Experience with ticketing platforms such as Zendesk Intercom Pylon Jira or Freshdesk .
  • Strong technical aptitude troubleshooting skills and natural curiosity.
  • Excellent written and verbal communication skills with an ability to explain complex issues concisely.
  • Comfortable working in a fast-paced startup environment with evolving processes.
  • Ability to work onsite in San Francisco five days per week.

Nice to Have

  • Experience at an AI CRM or high-growth SaaS company.
  • Tier 2 technical support or startup experience.
  • Familiarity with APIs integrations workflow automation or CRM systems.
  • Experience leveraging AI tools to troubleshoot and resolve customer issues.

Job Tags

Full time

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