[Hiring] Platform Support Specialist @Puzzle Consulting Services

Role Description

We are looking for a Platform Support Specialist to join our team and support users and creators across a growing digital platform. In this role, you’ll be responsible for helping users resolve account, access, feature, and transaction-related issues quickly and effectively. You’ll also play an important role in identifying recurring problems, improving support resources, and providing actionable feedback to Product, Engineering, QA, and Trust & Safety teams.

This is a hands-on individual contributor role for someone who combines strong customer service skills with technical troubleshooting, organization, and sound judgment.

Mission: Help users and creators resolve problems quickly and confidently while turning recurring support issues into improvements that create a better overall user experience.

Your First 12–18 Months

• Consistently meeting agreed response, resolution, and case-quality targets.
• Reducing aged cases and repeat contacts over time.
• Maintaining accurate and useful help-center content for common user issues.
• Providing recurring, actionable feedback on user and creator pain points.
• Helping establish and improve support processes and procedures.
• Contributing to a reliable, safe, and responsive experience as the platform grows.

Core Responsibilities

• Own account, access, feature, and transaction-related inquiries from initial contact through resolution.
• Troubleshoot issues across web and mobile platforms.
• Gather clear reproduction steps, device information, expected behavior, and actual results when investigating technical issues.
• Escalate product defects to QA and Engineering with clear, actionable information.
• Escalate safety-related concerns to the appropriate Trust & Safety team.
• Keep users informed throughout the resolution process.
• Follow established support procedures, account-verification processes, and data-protection practices.
• Maintain and improve help-center articles, internal documentation, and response guidance.
• Identify recurring issues and communicate trends and opportunities for improvement to the appropriate teams.
• Handle sensitive user and account information responsibly.

Requirements

• 2+ years of experience in customer support, technical support, or platform support for a consumer application or digital product.
• Strong written communication skills with an empathetic and customer-focused approach.
• Excellent case management and organizational skills.
• Sound judgment and the ability to remain calm and effective under pressure.
• Experience working with ticketing or customer support systems.
• Experience troubleshooting web and mobile applications.
• Familiarity with support metrics and service-quality standards.
• Ability to work a defined full-time support schedule.
• Strong attention to detail when handling sensitive account and customer information.

Nice to Have

• Experience supporting creator, social, community, or subscription-based platforms.
• Experience supporting payments or transaction-related issues, including Stripe.
• Experience with knowledge-base platforms such as Zendesk.
• Experience writing or maintaining customer-facing support documentation.
• Familiarity with escalation and incident-management processes.

First 90 Days

• Days 1–30: Learn the platform’s core user journeys, support tools, verification procedures, policies, and escalation paths.
• Days 31–60: Independently manage an assigned support queue while consistently meeting agreed quality and service targets.
• Days 61–90: Improve guidance for recurring issues and deliver a prioritized report highlighting key user friction points and opportunities for improvement.

Collaboration

You’ll work closely with the Platform Support Lead and collaborate with QA, Engineering, Product, and Trust & Safety teams. This is an individual contributor role with direct responsibility for user support and case resolution.

Benefits

• Competitive Salary: Earn a USD salary that matches your skills and experience.
• Paid Time Off: Generous PTO to support your work-life balance and recharge.
• Health Insurance Subsidy: Financial assistance to support your healthcare coverage.
• Annual Salary Reviews: Structured annual evaluations to recognize and reward performance.
• Paid Training & Certifications: Continuous support for professional growth and upskilling.

Ready to put your puzzle-solving skills to the test? Join our team today!

LinkedIn: Puzzle

Instagram: @puzzle.tech