Tier I Support Specialist

Tier I Support Specialist

DOPE Marketing is a direct mail automation platform serving thousands of home service businesses across the United States. We've grown from a startup to a $28M+ revenue company in just over six years by building technology that makes direct mail as easy as running a digital ad. Our platform combines data-driven targeting, automated campaign management, and a full-service print and mail operation, all accessible through software that our clients use every day.

The Tier I Support Specialist Role

The Tier I Support Specialist plays a critical role on our Customer Success Team, ensuring client accounts are running smoothly, resolving issues promptly, and creating a positive experience for every customer. In this role, you'll be the first point of contact for client questions, troubleshooting, and process guidance while collaborating with the internal team to keep campaigns on track.

Our clients are home service business owners: HVAC, roofing, landscaping, plumbing. They're busy, they're direct, and they need fast answers. If you can handle a high volume of client interactions, multitask without dropping the ball, and turn frustrated clients into loyal ones, this role has real growth potential.

Core Duties / What You Will Own

• Triage inbound issues accurately act as the first point of contact for client inquiries via email, phone, and chat, ensuring prompt and professional responses
• Resolve common/known issues independently using existing documentation and resources Identify and troubleshoot technical issues, work with clients and internal teams to resolve them effectively
• Provide guidance and support to clients in using our software, tools, and services
• Escalate complex issues with enough context for leadership to act on quickly
• Document customer interactions and resolutions in the CRM system to maintain timely, accurate and comprehensive records
• Contribute to improving processes by identifying opportunities for enhanced service delivery
• Maintain rigorous time management to resolve customer issues and drive platform adoption
• Collaborate with internal teams to identify, escalate and resolve recurring client issues
• Represent the brand well under pressure

What We Are Looking For

• 1+ years of experience in customer support, client success, or account management this is a junior position perfect for recent college grads or experienced professionals looking for a new career as part of a fast paced start-up environment. (Internships and part-time work experience is applicable)
• Familiarity with support platforms (Crisp, Intercom, Zendesk, or similar) and CRM systems (HubSpot experience is a strong plus)
• Exposure to / experience with basic troubleshooting on web-based or cloud applications
• Comfort with AI-powered support tools and a willingness to leverage automation
• Exceptional written and verbal communication, you can de-escalate a frustrated client and make them feel heard
• Analytical mindset, you use data to identify trends, not just gut feeling
• Ability to work cross-functionally with sales, product, and operations teams
• You take ownership. When a client has a problem, it becomes your problem until it's resolved
• Strong inquisitive, communication and multitasking skills and the ability to self-direct work with a focus on action
• Excellent time management and prioritization capabilities
• Relevant industry experience in home service or local business, online retail, social commerce is a plus. The more familiar and confident you are already with communicating B2B, the better
• Applicable certifications are a plus (Ex: HubSpot, Zendesk, etc)

You're right for this role if you have:

• A naturally inquisitive mindset coupled with strong problem-solving instincts that translated into the ability to reproduce issues and isolate root causes
• Excellent communication (verbal and written) and de-escalation skills
• Great organizational habits, prioritization capabilities and the ability to juggle multiple priorities
• A bias for action and the ability to direct your own work

This Role Is Probably NOT For You If:

• You see support as a dead-end role. (We see it as the heartbeat of the client experience!)
• Lack of a sense of urgency you let problems sit and build instead of flagging them immediately. We need proactive communication, not surprise escalations.
• You get defensive when clients are upset. Our clients are direct and so are we
• You're not comfortable with AI tools, we're building a modern, tech-enabled support function

Our Culture

We value direct communication, personal accountability, and critical thinking. We don't hire people who nod their heads and go through the motions. We hire people who see problems, say something, and then fix them. If you need someone to hold your hand every step of the way, this isn't the place for you. If you thrive when given real ownership and the trust to figure things out, you'll love it here. Our leadership team operates on EOS (Entrepreneurial Operating System), and one of the guiding principles of this system is that we expect every team member to own their number, hit their rocks, and communicate openly when something isn't working. We'd rather hear a hard truth on Monday than discover a hidden problem on Friday.

How to Apply

Submit your resume (Optional: Include a brief cover letter )

JOB TYPE: Full-Time, Salaried

COMPENSATION: $40,000 - $50,000 / Annually

WORK LOCATION: In-Office / In-Person (Required) 3225 Neil Armstrong Blvd, Eagan, MN 55121

SCHEDULE:

• Typically M-F, 9am to 5pm with ability to flex as needed for high-volume support demands
• Possible weekends as needed

BENEFITS:

• 401(k) / 401(k) matching
• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid time off