CX Specialist

Overview

The CX Specialist provides first-line support for internal teams and external customers, managing high-volume non-technical tickets and building toward more complex technical support.

What you'll do

• Respond to non-technical support inquiries accurately and empathetically.
• Route tickets appropriately and escalate complex issues.
• Manage ticket volume against SLA targets.
• Apply consistent ticket tagging and categorization.
• Provide guidance on core product features.
• Follow playbooks and macros, and flag process gaps.
• Contribute to FAQs, internal guides, and knowledge base articles.

What you'll need

• 2 years of customer support experience at a technology SaaS company.
• Experience with customer support platforms such as Zendesk or Salesforce.
• Working fluency with AI tools such as ChatGPT, Claude, or Gemini.
• Strong written communication skills.
• Excellent organisational skills and attention to detail.
• Comfort working with ambiguity and competing priorities.
• Eagerness to learn technical concepts and expand support scope.

Details

• Remote role.
• Compensation: $68,000–$102,000 USD, depending on location.