Customer Support Specialist I

Overview

Loopio is hiring a Customer Support Specialist I to troubleshoot and resolve customer issues and provide timely, high-quality support.

What you'll do

• Respond to support tickets in Zendesk and phone inquiries to provide personalized help.
• Reproduce reported issues and review logs/internal resources to debug problems.
• Deliver workarounds and solutions that help customers meet deadlines.
• Communicate complex information clearly in email and phone support.
• Create and maintain help center resources for self-service.
• Document internal learnings and participate in internal training sessions.
• Identify trends and suggest areas for improvements with the team.

What you'll need

• 1 year experience in a customer-facing role at a SaaS software company.
• Strong written and verbal communication skills with attention to detail.
• Strong organizational skills, calendar management, and prioritization.
• Ability to multitask and context switch with ease.
• Tech-savvy with understanding and desire to learn new technologies/tools.
• Curiosity and problem-solving (detective skills) for troubleshooting.
• Previous exposure to support tools like Zendesk/Jira is nice to have.

Details

• Support hours: 10am–6pm PT / 1–9pm ET; may require occasional flexible scheduling for absences.
• Remote-first workplace with employee hubs in Canada (British Columbia and Ontario), London, and India (Gujarat, Maharashtra, Bengaluru).