Customer Support Specialist

About the role

This role involves directly assisting customers, prospective customers, and partners with questions and requests related to the company's product. The specialist will manage inbound communications through live chat and email, focusing on helping users effectively adopt the product to achieve better outcomes. A key part of the work is ensuring open issues are tracked and moved towards resolution.

The specialist will maintain accurate customer records and keep internal systems and documentation current. This includes supporting operational tasks such as reporting, coordinating bug fixes, and handling GDPR-related removal requests during a transition phase. Collaboration with internal teams is essential for escalating and resolving product or technical issues.

Success in this position means consistently providing clear and empathetic support, ensuring customer satisfaction, and contributing to team projects that improve the overall customer experience. The role requires a solution-oriented mindset and strong follow-through to manage multiple inquiries and maintain service quality within a remote-first, international team environment.

The salary for this position ranges from $63,250 to $109,250 USD per year.

Skills that matter here

• Google Analytics: This tool may be used to understand customer behavior or troubleshoot issues related to product usage.
• Salesforce: Experience with Salesforce is likely required for managing customer records and tracking interactions.
• CRMs: General CRM knowledge is important for maintaining customer information and managing support cases.
• Zapier: This skill suggests involvement in automating workflows or integrating different support tools.
• APIs: Understanding APIs may be necessary for troubleshooting technical issues or integrating customer systems.

Who this role suits

• A person with a background in customer-facing B2B roles, specifically within a SaaS environment.
• Someone who excels at written communication and can convey information clearly and empathetically via chat and email.
• An individual who is detail-oriented, solution-focused, and committed to following through on issues until resolution.
• A candidate with an interest in marketing and sales processes, eager to learn how B2B teams utilize software.

From the employer

• Support customers, prospective customers, and partners with Leadfeeder-related questions and requests
• Handle inbound conversations across live chat and email
• Help customers adopt the product more effectively and get stronger outcomes from their usage
• Follow up on open issues and keep cases moving toward resolution
• Collaborate with internal teams to escalate and resolve product or technical issues
• Maintain accurate customer records and keep internal systems and documentation up to date
• Support operational workflows, including reporting, bug coordination, and GDPR-related removal requests during the transition phase
• Contribute to team projects and continuous improvement initiatives that enhance the customer experience

• Experience in a customer-facing B2B role
• Experience working in a B2B SaaS environment
• Strong written communication skills and confidence supporting customers across chat and email
• Strong follow-through, attention to detail, and a solution-oriented mindset
• A customer-first approach and the ability to communicate with clarity and empathy
• Interest in marketing, sales, and how B2B teams use software to generate pipeline
• Motivation to learn quickly and contribute as part of a collaborative support team

• A high performing team that supports each other and celebrates success together
• Flexible working hours as well as the possibility to work fully remotely or in one of our offices or in a hybrid model
• Attractive benefits and rewards
• Team events
• Mental Health support with Auntie