[Hiring] Customer Support Specialist II @Spectora

Role Description

We're seeking a Customer Support Specialist II to join our fast-paced, high-energy support team! You'll be on the front lines delivering exceptional support to home inspectors through high-volume live chat, technical troubleshooting, and product guidance. Think: rapid-fire problem-solving and helping inspectors succeed with our platform every single day.

This position reports to the Customer Support Lead and is a remote role, open to candidates across the US. If you're local to Denver or Asheville, hybrid or full-time in-office is available to you, and we'd love to have you. Our CS team gets together in person twice a quarter!

Core Responsibilities

• Provide excellent customer service through chat, email, and calls with customers.
• Diagnose and resolve technical software issues through real-time troubleshooting.
• Manage 5+ concurrent chats while ensuring quick response times and maintaining quality and high customer satisfaction.
• Identify upsell opportunities and connect customers with solution specialists.
• Accurately document and track bug reports, feature requests, and support issues.
• Own and resolve customer inquiries end-to-end, looping in developers or senior team members when necessary.
• Maintain high engagement and responsiveness on Intercom and Slack.
• Handle scheduled demos and support calls with paying users, providing product guidance and technical assistance.
• Follow through on assigned tasks, proactively checking in with leadership and team members.
• Stay engaged in company culture by participating in team meetings, Slack channels, and mentorship opportunities.

Qualifications

• 2+ years of customer or technical support experience in SaaS or B2B, ideally in a chat-based environment.
• Strong communicator who can explain complex ideas simply and adjust approach as needed.
• Tech-savvy with strong technical troubleshooting skills.
• Excellent time management and multitasking abilities.
• True team player who collaborates effectively.
• Adaptable and proactive in a fast-changing environment.
• Empathetic but direct in communication.
• Brings personality and positivity to the team.
• Industry know-how in real estate, home inspection, or contracting is a plus.

Requirements

• Experience with support tools across different browsers and devices.
• Familiarity with Intercom, Zendesk, HubSpot, Linear, Stripe, or AI tools is a plus.

Benefits

• Base salary of $60,000 per year + 5% annual bonus target ($3,000) = $63,000 OTE.
• Core Benefits: Medical, dental, and vision; employer-paid life insurance; employer-paid short & long-term disability.
• Target bonus based on a percentage of base salary, tied to individual and company performance.
• Equity: Stock options for all full-time employees, with grant amounts based on role level.
• Unlimited vacation and sick time, plus paid parental leave.
• 401(k) with employer matching.
• ClassPass membership subsidy to support fitness and well-being.