Customer Support Specialist – US Hours
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Job Description
Customer Support Specialist supporting business clients using Traild’s AI-powered finance automation platform. Troubleshooting software issues during US business hours and coordinating resolutions with Product and Engineering.
Responsibilities:
- Serve as the first point of contact for clients via email, chat, and phone
- Own client conversations and issues from start to finish
- Troubleshoot software issues by asking questions, analyzing problems logically, and working through solutions with clients
- Explain how Traild works so clients build confidence and independence
- Collaborate with Product and Engineering teams to drive issues through resolution
- Maintain client communication throughout issue resolution
- Identify recurring issue patterns and provide feedback to improve the product
Requirements:
- 2+ years in a B2B customer support role within a SaaS company
- Experience supporting business clients through real software issues
- Warm, clear, and confident communication across calls, emails, and online chat
- Ability to think on your feet and adapt to client needs
- Comfortable working through software problems methodically and knowing when to escalate
- Experience with ERP, accounting, or financial workflow software is a big plus, including SYSPRO, Acumatica, IFS, Xero, or NetSuite
- Ability to thrive in a fast-moving startup environment and take initiative
- Must work US business hours, with a preferred local start time of 9pm
Benefits:
- Night shift differential
- Night shift performance bonus
- Remote, hybrid and flexible working options
- Global team
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