Customer Support Specialist

THE ROLE We’re hiring a Customer Support Specialist to be the first line of help for every Reacher customer. You’ll own the support queue across in-app chat and our VIP client channels (Slack, WhatsApp, Lark), resolving issues fast, teaching customers how to get the most out of the platform, and getting bugs into engineering’s hands with everything they need to fix them. This is a high-ownership role on a small team, so you’ll shape how support runs, not just work the queue. WHAT YOU’LL DO - Own first response across all channels, hitting a 1-minute weekday first-response target and ~30 minutes on weekends across ~100 to 150 tickets a week - Troubleshoot and resolve product issues end to end (automations, outreach, sample approvals, GMV Max, Spark Codes, integrations, billing) without waiting on engineering where you don’t have to - Keep the Pylon queue clean: max 30 open tickets per person, 24-hour follow-ups on tickets waiting on the customer, daily pipeline cleanup at shift start and end - Reproduce bugs and file clear engineering tickets in Linear (shop, shop ID, contact, what’s happening, on which page), chase them internally across US and EU engineering hours, and close the loop with the customer - Turn “the tool is broken” into “here’s how it works”: educate customers on features and best practices, and keep help-center articles and macros current so repeat questions get faster answers - Spot frustrated or at-risk accounts, disputed charges and cancellation intent early and hand them to the CSM team with context - Capture feature requests and friction patterns and feed them back to product and CS - Cover VIP client channels with the same speed and care as the in-app queue YOU’LL BE SUCCESSFUL IF YOU - Have 2+ years in customer support or a frontline client-facing role, ideally at a SaaS company - Know TikTok Shop and its affiliate ecosystem, or can learn it fast; prior exposure to Seller Center or creator outreach tools is a plus - Are a clear, calm writer who can de-escalate, explain, and keep a customer confident while an issue is being fixed - Are technical enough to reproduce issues, read error states, and write a bug report an engineer can act on without a follow-up question - Are disciplined about the queue: you don’t let tickets go stale and you follow through on every open thread - Can work US or EU-overlap hours with some weekend coverage - Thrive in a fast-paced startup where process is still being built and you’re expected to help build it