Senior Customer Support Specialist

Senior Customer Support Specialist

Waltham, MA

Allego is a rapidly growing SaaS technology company in the Boston area and creator of the market-leading Revenue Enablement Platform. Our technology helps Go-To-Market teams build the skills and access the knowledge they need to succeed in every selling situation.

Allego is the only revenue enablement platform to be named a Leader in both the Forrester Wave and the inaugural Gartner Magic Quadrant for Revenue Enablement Platforms.

Not only are we growing quickly, but we've also been recognized as a top place to work by The Boston Business Journal, The Boston Globe, and Inc. Magazine. In addition, Selling Power named Allego one of the 50 Best Companies to Sell For in both 2025 and 2026.

What You'll Do at Allego:

As a Senior Customer Support Specialist, you will manage inbound customer requests for technical support and services, and in doing so, reinforce Allego's award-winning reputation as a provider of fast and friendly support to all customers.

Daily life:

• Shift: Full-time Monday Friday, with a 1-hour lunch break.
• 9:00 a.m.- 6:00 p.m. Eastern Standard Time.
• While this shift is generally consistent, candidates should have flexibility to adjust hours as needed within our team's core operational window (8:00 AM 9:00 PM).
• This role requires you to be in the office at least once a week. Additional in-office days may be requested for special events or annual training.
• The Support team currently meets twice daily to troubleshoot together and discuss trends.
• 1x1 with your manager once a week.

How you'll make a difference:

• Tickets: Resolve incoming and technical Customer Support questions in a timely and accurate manner via email, phone, or troubleshooting screen-share meetings. The Support team also creates new customer systems.
• Escalation Resolution: Own the initial troubleshooting and assessment of sensitive or complex technical issues, determine whether the issue can be resolved within Support, and identify when escalation to DevOps is required.
• Mentorship & Leadership: Acting as a leader on the team, providing training and guiding support team members. Acts as a resource to guide customer support specialists with the next steps in their tickets, as well as translating technical information provided in AIS escalations into clear, customer-friendly information.
• Process Improvement: Designing and documenting technical best practices, procedures, and training programs. Building internal documentation to spread awareness and/or escalation processes for issues.
• Champion Change Management: Lead the team through organizational shifts with empathy and diplomacy, fostering buy-in and maintaining high morale during periods of transition.

Experience You'll Bring to Allego:

• 3+ years of experience in customer support, technical support, SaaS support, or a related customer-facing technical role, with demonstrated experience handling complex escalations and mentoring or guiding other team members.
• Excellent communication, writing, and problem-solving skills.
• Leads the team by example to align with company goals and changes.
• Experience with Zendesk is preferred.
• Calm under pressure.
• Detail-oriented and driven by quality.
• Flexibility to cover later hours occasionally.
• Exceptional conflict resolution, de-escalation, and client communication.
• Ability to operate in an extremely fast-paced and evolving start-up environment.

Compensation & Benefits:

$53,000 - $65,000 base + 10% variable + equity

Allego offers a competitive, comprehensive benefits package, available to full-time employees on day one:

• Medical, dental, and vision coverage
• Unlimited vacation
• Paid parental leave
• Health Reimbursement Account (HRA)
• Flexible Spending Account (FSA)
• 401(k) with company matching
• Short & long-term disability, AD&D, and life insurance
• Allego stock options

*This position is posted as hybrid, however remote candidates may be considered.