Customer Support Specialist
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Job Description
Customer Support Tier 1 role at Search Atlas, helping clients with SEO performance. Focused on customer satisfaction and technical troubleshooting in a fully remote environment.
Responsibilities:
- Helping customers in real-time via live chat (Intercom)
- Testing product features and flagging bugs, usability issues, or workflow problems
- Solving problems quickly or escalating complex cases to Tier 2
- Tracking all customer interactions and following up to make sure issues are fully resolved
- Sharing common customer pain points with the product team
Requirements:
- 2+ years in customer support or client-facing roles
- Solid English communication skills (written and spoken)
- Strong problem-solving skills
- A 'figure-it-out' attitude
- Comfort troubleshooting tech issues over live chat
- A customer-first mindset
- Ability to stay calm and think critically under pressure
- Proactive learning style
- Bonus: Experience with SaaS products
- Bonus: Comfortable testing features and catching bugs or usability issues
- Bonus: Knowledge of support platforms (Intercom, Zendesk, etc.)
Benefits:
- 15 days PTO + Christmas + New Year's Day
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