Description
We’re looking for a Customer Support Specialist to join our growing support team and help customers successfully use our software products. This role is ideal for someone early in their SaaS support career who enjoys building relationships, enabling knowledge, and collaborating across functions to drive long-term customer success.
You’ll support customers using SimplePart, Microcat EPC, Superservice Triage and Menus, and Infodrive, while collaborating with teams in Atlanta and Detroit. This role provides strong exposure to multiple products, hands-on troubleshooting experience, and knowledge enablement responsibilities.
Responsibilities
- Act as a trusted partner to customers, understanding their business needs and helping them achieve success with our products
- Build and maintain relationships with key customer stakeholders to drive adoption, engagement, and satisfaction
- Serve as a knowledge enablement resource, creating and maintaining guides, training content, and FAQs for both customers and internal teams
- Collaborate cross-functionally to communicate customer insights, product challenges, and opportunities for improvement
- Proactively identify patterns or recurring challenges and provide recommendations to improve customer workflows and experience
- Support initiatives focused on driving customer success outcomes, including retention, adoption, and engagement metrics
- Monitor and contribute to customer support KPIs, including first response time, resolution time, customer wait time, and ticket volume, ensuring a balance of quality and efficiency
- Identify opportunities to streamline ticket handling, improve response frameworks, and reduce friction in customer interactions
- Participate in coaching, mentoring, and team knowledge-sharing to strengthen organizational capabilities
Required qualifications
- 1–3 years of experience in customer support, customer success, or related client-facing roles
- Ability to work Noon - 8 pm EST
- Strong communication and relationship-building skills with the ability to guide customers toward success
- Comfort with learning and explaining complex software tools and processes
- Interest in knowledge management, process improvement, and customer enablement
- Written and spoken fluency in English; Canadian French
- Experience using ticketing or support tools such as Zendesk, Salesforce, or similar platforms
Nice to have
- Experience supporting SaaS or proprietary software platforms
- Exposure to automotive, dealership, or related industries
- Experience working in remote or distributed teams, or multilingual/global support environments
- Familiarity with analytics or reporting to inform customer success initiatives or operational improvement projects
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