Customer Support Associate

Careerscape is recruiting on behalf of our client, a fast-growing SaaS company headquartered in Denver, Colorado, for a Customer Support Associate to join their fully remote team. In this role you will be the first point of contact for customers, triaging incoming tickets, resolving product questions, and guiding new users through onboarding so they get real value from the platform quickly. This is a great opportunity for a support professional who enjoys problem-solving and wants to grow with a company that treats customer experience as a core part of its product strategy.

Day to day, you will juggle a queue of tickets across chat, email, and occasionally phone, prioritizing based on urgency and impact while keeping a calm, friendly tone even when customers are frustrated. You will also run onboarding calls and walkthroughs for new accounts, translating technical product details into clear, actionable guidance. People who thrive in this role are naturally curious about how software works, communicate clearly in writing, stay organized under a shifting workload, and genuinely enjoy helping people succeed.

Responsibilities

• Triage and respond to inbound customer support tickets across chat and email
• Prioritize tickets based on urgency, account impact, and SLA commitments
• Lead onboarding sessions and product walkthroughs for new customers
• Troubleshoot product issues and escalate complex bugs to engineering
• Maintain accurate records of customer interactions in the CRM and helpdesk system
• Identify recurring issues and share feedback with product and engineering teams
• Contribute to and update the internal knowledge base and help center articles
• Track customer health signals and flag at-risk accounts to the success team
• Meet or exceed individual response time and satisfaction targets
• Participate in team meetings to share insights on customer trends

Requirements

• 2 to 4 years of experience in a customer support, helpdesk, or customer success role
• Experience supporting a SaaS or software product preferred
• Excellent written and verbal communication skills
• Comfortable using helpdesk tools such as Zendesk, Intercom, or similar
• Strong troubleshooting skills and ability to explain technical concepts simply
• Ability to manage a high-volume ticket queue while maintaining quality
• Self-motivated and reliable in a fully remote work environment
• Experience with CRM systems such as Salesforce or HubSpot a plus
• Bachelor's degree or equivalent practical experience preferred

Benefits

• Medical, dental, and vision insurance
• 401k plan with company match
• Flexible paid time off
• Paid holidays
• Fully remote work with flexible scheduling
• Home office stipend for remote equipment
• Professional development and training budget
• Parental leave
• Company-sponsored wellness program
• Collaborative, supportive team culture

Job Type: Full-Time | Work Type: Remote | Industry: Information Technology | Experience: Mid-Senior