Customer Support Specialist

The purpose of this role is to provide fast, friendly, and effective support to our B2B customers. As a Customer Support Specialist at Applause, you’ll be on the front lines of customer interactions—resolving technical issues, answering product questions, and ensuring our clients are set up for success. You’ll do this by being fast, thorough, and helpful. You’ll become a product expert, deliver an exceptional support experience, and help us continue leading the home services software space.

The Customer Support Specialist will own day-to-day support interactions with our business customers. You will resolve issues efficiently, communicate clearly, and ensure each client gets the help they need quickly. You’ll work in a remote, fast-paced environment, where quality, speed, and professionalism are key.

Responsibilities:

• Manage inbound support tickets via email, chat, and other channels
• Resolve issues quickly and thoroughly with a friendly, professional tone
• Maintain a 98%+ CSAT rating
• Initial response to new client messages within 3 minutes (first response time)
• Resolve most tickets in under 4 hours (time to resolution)
• Become a product expert and use that knowledge to troubleshoot effectively
• Guide clients through KYC & KYB processes (Know Your Customer / Know Your Business)
• Document solutions and contribute to internal knowledge base

Requirements

• 3+ years of customer support experience at a B2B SaaS company
• Excellent written English and communication skills
• History of meeting or exceeding support KPIs
• Extremely organized, with strong attention to detail
• Ability to multitask and manage dozens of concurrent tickets
• Reliable internet connection (50+ Mbps, no latency issues)
• Highly effective working remotely
• Familiarity with tools like Zendesk , Intercom , Slack , and HubSpot is a plus

Applause is a leading provider of home services software. Our platform helps local service businesses grow faster by turning their teams into performance-driven machines. We serve thousands of technicians, business owners, and franchise leaders across North America—helping them improve customer experience, reputation, and revenue.