Customer Support Specialist

Responsive, formerly RFPIO, is the market leader in a growing category of SaaS solutions called Strategic Response Management. More than 2,000 customers, including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom, are using the Responsive platform to manage business critical responses -including bids, questionnaires, assessments, and trust centers - that impact nearly half of a company's revenue. More than 35% of cloud SaaS leaders and more than 20 of the Fortune 100 standardize on Responsive, and the company has been voted "best in class" by G2 for 24 quarters straight. Customers have used Responsive to close more than $750B in transactions to-date. To learn more, visit responsive.io. About the Role Remote locations: Portland OR; Dallas TX; Kansas City MO The Customer Support team is responsible for delivering timely, high-quality assistance to customers while ensuring an exceptional support experience across all customer touch-points. This role requires strong troubleshooting abilities, technical aptitude, and excellent communication skills to support SaaS-based products and integrations while maintaining SLA and CSAT targets. The ideal candidate will be customer-focused, proactive, and capable of collaborating with cross-functional teams to resolve customer issues efficiently. Essential Functions Handle customer support cases, chats, email inquiries, and on-call support activities Troubleshoot customer‑reported issues related to APIs, integrations, and SaaS products Respond to customer inquiries within defined SLA timelines, including First Response Time (FRT) and Resolution Time Maintain high customer satisfaction (CSAT) and quality standards Provide timely, professional, and clear communication to customers Escalate critical and blocker issues with detailed analysis and documentation Collaborate with Engineering, Product, Customer Success, and internal stakeholders to resolve complex customer issues Participate in war rooms and high‑priority issue management when required Document issues, troubleshooting steps, and resolutions to improve internal knowledge bases and support documentation Identify recurring customer issues and provide recommendations for process and product improvements Knowledge & Skills Excellent verbal and written communication skills Experience supporting SaaS products or enterprise applications Strong troubleshooting and critical‑thinking abilities Experience handling chat, email, and on‑call support Experience with ticketing platforms such as Zendesk, DevRev, or similar tools SQL Knowledge Java Networking knowledge API troubleshooting and integrations experience Qualifications 3–5 years of experience in Customer Support, Technical Support, or related roles Experience supporting SaaS or enterprise software products Proven experience managing customer escalations and SLA‑driven workflows Prior experience collaborating with Engineering and Product teams for issue resolution Additional Information Responsive uses a market‑based compensation philosophy. A candidate’s starting base salary will be determined by the specific responsibilities of the role, as well as job‑related skills, experience, qualifications, location, and current market trends. For this position, the base salary range is $75,000–$85,000. Our recruiting team will provide details on the applicable range based on your location during the hiring process. Please note that this range covers base salary only and does not include bonuses, equity, or benefits. Responsive embraces a global flexible workforce model with offices in Dallas, TX, Kansas City, MO, Coimbatore, India and Dublin, Ireland. For this role, candidates located in Dallas, TX will be given priority consideration. What we offer: 401k with company matching Unlimited professional development and ongoing learning through LinkedIn Learning Solutions 4 weeks of paid vacation, paid sick days, dedicated paid COVID days, and paid bereavement 4 week sabbatical after 5 years of service Mental Wellness Program (EAP) to support your well‑being and self‑care Team events, such as happy hours, off‑sites, and team building events Best‑in‑class health benefits, company paid for employee and company contribution for family coverage At Responsive, our values are the foundation of who we are—and we’re equally committed to cultivating a diverse and inclusive culture that reflects and respects the richness of our global community. We welcome individuals of all backgrounds, including different cultures, ethnicities, ages, races, national origins, genders, sexual orientations, religions, and abilities, to apply for our open roles. If you share our commitment to an inclusive workplace and believe you’d thrive on our team, we’d love to hear from you! #J-18808-Ljbffr Responsive