716 Customer Support Specialist jobs in Seattle
Customer Support Specialist
98127 Seattle, Washington
PitchBook
Posted 1 day ago
Job Viewed
Job Description
At PitchBook, a Morningstar company, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We're deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company.
Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there's going to be some ambiguity along the way, but we excel when we challenge ourselves. We're willing to take risks, fail fast, and do it all over again in the pursuit of excellence.
If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.
About the Role:
As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers' success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!
PitchBook's Customer Support Specialist Tier 1 provides direct customer support via phone, email, and chat to existing PitchBook clients. You will work with the support team to troubleshoot customer issues and ensure the best possible customer experience. You work at the front lines, providing real time assistance to clients in need. Customer experience pain points you identify will inform product improvements and allow PitchBook to optimize the platform for customers worldwide.
Primary Job Responsibilities:
- Respond to chat, phone, and email contacts from customers
- Achieve contact volume and quality goals measured quarterly
- Communicate effectively, both written and verbally, to ensure smooth resolution of customer issues
- Work collaboratively with other support specialists to resolve customer questions and issues
- Work continuously to document the details of each interaction in Salesforce to easily research customer issues and to inform product improvements
- Partner with global teams to ensure continuous support availability during required business hours
- Support the vision and values of the company through role modeling and encouraging desired behaviors
- Participate in various company initiatives and projects as requested
Skills and Qualifications:
- Bachelor's degree preferred
- 1+ years of experience in a customer service role
- A client first attitude and enjoy engaging with customers
- Ability to stay updated with changing industry and financial market trends while adapting to internal organizational updates and changes
- Prior experience with Salesforce or similar CRM preferred
- Excellent verbal and written communication skills with a keen eye for detail
- Interested in financial markets or services, particularly private equity and venture capital
- Ability to operate with a strong sense of urgency and deliver results
- Terrific prioritization skills to handle high call volume in parallel with project work
- Ability to adapt to a corporate culture and seamlessly adopt guidelines and processes set forth by the organization
- Comfortable to engage with a diverse array of customers
- Team player with the desire to try new ideas in order to achieve greater levels of success
- Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily
Benefits + Compensation at PitchBook:
Physical Health
- Comprehensive health benefits
- Additional medical wellness incentives
- STD, LTD, AD&D, and life insurance
Emotional Health
- Paid sabbatical program after four years
- Paid family and paternity leave
- Annual educational stipend
- Ability to apply for tuition reimbursement
- CFA exam stipend
- Robust training programs on industry and soft skills
- Employee assistance program
- Generous allotment of vacation days, sick days, and volunteer days
Social Health
- Matching gifts program
- Employee resource groups
- Subsidized emergency childcare
- Dependent Care FSA
- Company-wide events
- Employee referral bonus program
- Quarterly team building events
Financial Health
- 401k match
- Shared ownership employee stock program
- Monthly transportation stipend
*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.
Compensation
- This position is non-exempt and paid a salary of $55,000-$55,000
- Target annual bonus percentage: 7.5%
Working Conditions:
At the heart of our company is a belief in the power of in-person collaboration. Being together in the office fuels our creativity, strengthens our connections, and drives the innovation that sets us apart. Our culture is built on spontaneous moments-those hallway conversations, whiteboard brainstorms, and shared celebrations in each of our global offices-that simply can't be replicated remotely. This role is expected to be in the office 5 days a week.
The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.
Life At PB:
We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It's our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we've heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.
We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.
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0
Customer Support Specialist
98101 Seattle, Washington
$55000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly expanding SaaS company, is looking for a dedicated and empathetic Customer Support Specialist to join their dynamic team in Seattle, Washington . In this role, you will be the primary point of contact for customers, providing exceptional support and ensuring a positive user experience. You will handle inquiries via multiple channels, including phone, email, and chat, troubleshooting technical issues, and guiding users through product features. The ideal candidate possesses excellent communication skills, a strong technical aptitude, and a passion for helping others.
Key Responsibilities:
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Troubleshoot and resolve customer issues related to our software products and services.
- Provide clear and concise guidance on product usage, features, and best practices.
- Escalate complex technical issues to the appropriate internal teams when necessary.
- Document customer interactions, issues, and resolutions accurately in our CRM system.
- Contribute to the development of knowledge base articles and FAQs to empower customers.
- Identify trends in customer issues and provide feedback to the product and engineering teams for continuous improvement.
- Assist with onboarding new customers and ensuring their successful adoption of our platform.
- Maintain a high level of customer satisfaction through efficient and effective support.
- Participate in ongoing training to stay up-to-date with product updates and industry best practices.
- Collaborate with team members to share knowledge and improve support processes.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 2 years of experience in customer support, technical support, or a related role.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- A patient and empathetic approach to customer interactions.
- Technical aptitude and the ability to quickly learn new software.
- Experience with SaaS products is a plus.
- Ability to work independently and as part of a team.
- A commitment to providing exceptional customer service.
Apply Now
1
Senior Customer Support Specialist
98101 Seattle, Washington
$65000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is searching for a highly skilled and customer-centric Senior Customer Support Specialist to join their dedicated team. This position operates on a hybrid model, offering a blend of remote work flexibility and in-office collaboration. You will be the primary point of contact for customers, providing exceptional support for our client's innovative technology products and services. Your role will involve troubleshooting complex technical issues, resolving customer inquiries efficiently, and ensuring a consistently positive customer experience across all touchpoints.
The ideal candidate possesses a strong technical aptitude coupled with outstanding communication and problem-solving skills. You should have a minimum of 3-5 years of experience in a customer support or technical helpdesk role, preferably within the software or technology industry. A deep understanding of troubleshooting methodologies, CRM systems (e.g., Salesforce, Zendesk), and ticketing systems is essential. Responsibilities include managing incoming support requests via phone, email, and chat; meticulously documenting customer interactions and solutions in the CRM; escalating complex issues to Tier 2/3 support or engineering teams when necessary; and identifying trends in customer issues to provide feedback for product improvement. You will also be involved in creating and updating support documentation, knowledge base articles, and FAQs. Excellent interpersonal skills, patience, and empathy are crucial for building trust and rapport with customers. The ability to work effectively both independently in a remote setting and collaboratively in an office environment is key. This role is an excellent opportunity for an experienced support professional looking to advance their career within a growing company, contributing to customer satisfaction and loyalty.
The ideal candidate possesses a strong technical aptitude coupled with outstanding communication and problem-solving skills. You should have a minimum of 3-5 years of experience in a customer support or technical helpdesk role, preferably within the software or technology industry. A deep understanding of troubleshooting methodologies, CRM systems (e.g., Salesforce, Zendesk), and ticketing systems is essential. Responsibilities include managing incoming support requests via phone, email, and chat; meticulously documenting customer interactions and solutions in the CRM; escalating complex issues to Tier 2/3 support or engineering teams when necessary; and identifying trends in customer issues to provide feedback for product improvement. You will also be involved in creating and updating support documentation, knowledge base articles, and FAQs. Excellent interpersonal skills, patience, and empathy are crucial for building trust and rapport with customers. The ability to work effectively both independently in a remote setting and collaboratively in an office environment is key. This role is an excellent opportunity for an experienced support professional looking to advance their career within a growing company, contributing to customer satisfaction and loyalty.
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2
Senior Customer Support Specialist
98101 Seattle, Washington
$65000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is looking for a highly skilled Senior Customer Support Specialist to join their team in Seattle, Washington, US . This role involves providing exceptional technical and customer support to a global user base, troubleshooting complex issues, and contributing to the improvement of our client's products and services. As a Senior Specialist, you will be expected to handle escalated customer inquiries, mentor junior support staff, and play a key role in enhancing the overall customer experience. The ideal candidate is passionate about technology, possesses excellent communication skills, and thrives in a collaborative environment that blends remote and in-office work.
Responsibilities:
Qualifications:
This role requires a professional presence in the Seattle, Washington, US office on a hybrid basis, offering flexibility and a collaborative team environment.
Responsibilities:
- Respond to and resolve complex customer issues via phone, email, chat, and ticketing systems, ensuring timely and satisfactory resolutions.
- Diagnose and troubleshoot technical problems related to the company's software, providing clear and concise explanations to users.
- Escalate unresolved issues to appropriate internal teams (e.g., Engineering, Product Development) with detailed documentation.
- Develop and maintain comprehensive support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Train and mentor junior customer support representatives, sharing best practices and technical knowledge.
- Analyze customer feedback and support trends to identify areas for product or service improvement.
- Participate in cross-functional meetings to provide customer insights and collaborate on solutions.
- Manage customer relationships, ensuring high levels of satisfaction and retention.
- Contribute to the continuous improvement of support processes and tools.
- Handle urgent support requests and maintain composure under pressure.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in a technical customer support or helpdesk role, preferably in a SaaS environment.
- Proven ability to troubleshoot complex software issues and guide users through technical solutions.
- Excellent written and verbal communication skills, with a strong ability to explain technical concepts to non-technical users.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a hybrid team, adapting to both remote and in-office schedules.
- Experience mentoring or leading a small team is a plus.
- Familiarity with agile development methodologies is beneficial.
- A proactive approach to customer service and a commitment to delivering outstanding support.
This role requires a professional presence in the Seattle, Washington, US office on a hybrid basis, offering flexibility and a collaborative team environment.
Apply Now
3
Senior Customer Support Specialist
98101 Seattle, Washington
$55000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in **Seattle, Washington, US**. This role offers a hybrid work model, allowing for a blend of in-office collaboration and remote flexibility. The ideal candidate will be passionate about delivering exceptional customer service, possess strong problem-solving skills, and be adept at managing complex customer inquiries. You will be responsible for handling advanced support requests, providing in-depth technical assistance, and mentoring junior support staff. Your day-to-day will involve responding to customer queries via phone, email, and chat, troubleshooting technical issues, documenting customer interactions accurately in our CRM system, and identifying trends to suggest service improvements. We are looking for individuals who can empathize with customers, maintain a professional demeanor under pressure, and contribute to a positive team environment. The role also involves developing and updating support documentation and knowledge base articles to ensure consistent and accurate information is available to both customers and internal teams. Success in this position requires a proactive approach to customer satisfaction, a commitment to continuous learning, and the ability to work collaboratively with various departments, including sales, product development, and engineering, to resolve customer issues effectively. A strong understanding of our client's product suite is essential, and you will be expected to stay up-to-date with product updates and new features. The ability to articulate technical solutions in a clear and concise manner to both technical and non-technical audiences is crucial. This is an excellent opportunity for a customer service professional looking to advance their career in a challenging and rewarding environment within a growing company located in **Seattle, Washington, US**. We offer competitive compensation, comprehensive benefits, and opportunities for professional development.
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4
Senior Customer Support Specialist
98101 Seattle, Washington
$60000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Senior Customer Support Specialist to provide exceptional assistance to their valued customers in a fully remote capacity. This role is crucial to maintaining high levels of customer satisfaction and resolving complex inquiries efficiently. As a remote-first organization, we embrace asynchronous communication and digital collaboration tools to ensure seamless teamwork.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via email, chat, and phone, providing timely and accurate solutions.
- Troubleshoot technical issues and guide customers through product usage and features.
- Escalate unresolved issues to appropriate departments, ensuring a satisfactory resolution.
- Document all customer interactions and resolutions in the CRM system.
- Develop and maintain a deep understanding of our products and services.
- Identify recurring customer issues and provide feedback to product and development teams for improvement.
- Create and update knowledge base articles and customer-facing documentation.
- Train and mentor new support team members on best practices and company procedures.
- Participate in team meetings and contribute to the continuous improvement of customer support processes.
- Proactively identify opportunities to enhance the customer experience.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- 3+ years of experience in customer service or technical support, preferably in a remote setting.
- Excellent communication skills, both written and verbal, with a friendly and professional demeanor.
- Strong problem-solving abilities and a patient, customer-centric approach.
- Proficiency in using helpdesk software and CRM systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Self-motivated and able to work independently with minimal supervision.
- Experience with troubleshooting common software and hardware issues.
- A passion for helping others and a commitment to delivering outstanding service.
- Familiarity with (mention a specific relevant technology if applicable, e.g., SaaS products, e-commerce platforms).
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5
Lead Customer Support Specialist
98101 Seattle, Washington
$75000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and experienced Lead Customer Support Specialist to manage and inspire their support team. This role is crucial in ensuring exceptional customer service and resolving complex technical and service-related issues. The position is located in our **Seattle, Washington, US** office and requires a consistent presence. You will be the primary point of contact for escalated customer inquiries and will work closely with other departments to improve overall customer satisfaction.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a team of customer support representatives.
- Handle escalated customer complaints and resolve complex issues efficiently and effectively.
- Develop and implement customer service policies and procedures to enhance service quality.
- Monitor customer support metrics and provide regular reports on team performance.
- Identify trends in customer issues and collaborate with product and engineering teams to implement solutions.
- Ensure adherence to service level agreements (SLAs) and company standards.
- Maintain a deep understanding of our products and services to provide accurate support.
- Contribute to the development of knowledge base articles and training materials.
- Analyze customer feedback to identify areas for improvement in products and services.
- Foster a positive and productive team environment that prioritizes customer success.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 4 years of experience in customer service, with at least 1 year in a lead or supervisory role.
- Proven track record of successfully resolving customer issues and exceeding expectations.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and critical thinking abilities.
- Experience with CRM software and helpdesk ticketing systems.
- Ability to manage multiple priorities and work effectively under pressure.
- Demonstrated leadership skills and the ability to motivate a team.
- A genuine passion for helping customers and ensuring their satisfaction.
- Proficiency in analyzing support data and generating actionable insights.
Apply Now
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6
Senior Customer Support Specialist, Technical
98101 Seattle, Washington
$75000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and highly skilled Senior Customer Support Specialist to join their fully remote technical support team. This role is crucial in providing exceptional assistance to customers encountering technical challenges with our client's software and hardware products. You will be the first point of contact for complex technical inquiries, requiring a deep understanding of product functionalities, troubleshooting methodologies, and effective communication strategies. The ideal candidate will be passionate about problem-solving, possess excellent technical aptitude, and excel at de-escalating situations and providing clear, concise solutions.
This is a remote-first position, meaning all collaboration and support will be conducted virtually. You will leverage various communication tools, including live chat, email, and phone, to assist customers. Responsibilities include diagnosing and resolving software bugs, guiding users through setup and configuration, and escalating issues to engineering teams when necessary. Maintaining detailed records of customer interactions and solutions is vital. We are looking for an individual who can work independently, manage their time effectively, and contribute positively to a remote team environment. This is an outstanding opportunity for a motivated technical support professional seeking a challenging and rewarding career in a fully remote setting.
Key Responsibilities:
This is a remote-first position, meaning all collaboration and support will be conducted virtually. You will leverage various communication tools, including live chat, email, and phone, to assist customers. Responsibilities include diagnosing and resolving software bugs, guiding users through setup and configuration, and escalating issues to engineering teams when necessary. Maintaining detailed records of customer interactions and solutions is vital. We are looking for an individual who can work independently, manage their time effectively, and contribute positively to a remote team environment. This is an outstanding opportunity for a motivated technical support professional seeking a challenging and rewarding career in a fully remote setting.
Key Responsibilities:
- Provide advanced technical support to customers via multiple channels (phone, email, chat).
- Diagnose and troubleshoot complex technical issues related to software and hardware.
- Guide customers through product installation, configuration, and usage.
- Escalate unresolved issues to senior technical staff or development teams with detailed documentation.
- Document all customer interactions, technical issues, and resolutions in the CRM system.
- Develop and maintain a knowledge base of common issues and solutions.
- Identify trends in customer issues and provide feedback to product development teams.
- Assist in training and mentoring junior support specialists.
- Ensure customer satisfaction by providing timely and effective resolutions.
- Contribute to the continuous improvement of support processes and tools.
- Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- 3+ years of experience in technical customer support or a similar role.
- Strong understanding of operating systems (Windows, macOS, Linux).
- Proficiency in troubleshooting network connectivity issues.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills, particularly in a remote context.
- Ability to explain technical concepts clearly to non-technical users.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and manage time effectively in a remote environment.
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7
Customer Support Specialist - Technical Helpdesk
98101 Seattle, Washington
$55000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and technically proficient Customer Support Specialist to join their fully remote helpdesk team. In this vital role, you will be the primary point of contact for customers seeking technical assistance with our client's software products and services. You will diagnose and resolve a wide range of technical issues, ensuring a high level of customer satisfaction through efficient and empathetic support. The ideal candidate will possess excellent troubleshooting skills, a strong understanding of common software applications, operating systems, and networking concepts. Responsibilities include responding to customer inquiries via phone, email, and chat; documenting customer interactions and resolutions in a CRM system; escalating complex issues to higher-level support or engineering teams; and contributing to the knowledge base by creating helpful articles and FAQs. You will actively listen to customer needs, identify root causes of problems, and provide clear, concise solutions. This role requires strong communication and interpersonal skills, patience, and the ability to explain technical concepts to non-technical users. We are seeking individuals who are passionate about customer service and eager to contribute to a positive support experience, working flexibly from home. This is a great opportunity to be part of a growing company and make a real difference in customer success.
Key Responsibilities:
Key Responsibilities:
- Provide technical support and troubleshooting assistance to customers via multiple channels (phone, email, chat).
- Diagnose and resolve hardware, software, and network-related issues.
- Document customer interactions, issues, and resolutions accurately in a ticketing system.
- Escalate unresolved issues to appropriate teams and follow up to ensure resolution.
- Contribute to the development and maintenance of a comprehensive knowledge base.
- Educate customers on product features and best practices.
- Identify trends in customer issues and provide feedback to product development teams.
- Maintain a high level of customer satisfaction through professional and timely service.
- High school diploma or equivalent; Associate's or Bachelor's degree in a relevant field is a plus.
- 2+ years of experience in technical customer support or helpdesk roles.
- Proficiency in troubleshooting Windows and macOS operating systems.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP).
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent communication, listening, and interpersonal skills.
- Ability to explain technical information clearly and concisely.
- Strong problem-solving and analytical abilities.
Apply Now
8
Customer Success Support Specialist
98127 Seattle, Washington
Hiya Inc
Posted 4 days ago
Job Viewed
Job Description
About Us
At Hiya, we're revolutionizing voice communication. Our mission is to modernize voice with intelligence for security and productivity
Since 2015, when we introduced the first mobile caller ID and spam-blocking apps, we've been at the forefront of voice intelligence innovation. In 2016, we partnered with Samsung and AT&T to launch Hiya Protect , the first network-based spam-blocking solution. In 2019, we introduced Hiya Connect , a branded call SaaS platform that helps businesses reach more customers by phone.
Today, our Voice Intelligence Platform supports over 500 million users globally. By using adaptive AI and audio intelligence, it delivers smarter, safer, and more productive voice calls across networks, apps, and devices. Our network & solution partners have grown to include British Telecom, EE, Virgin Media O2, Ericsson, Rogers, Bell Canada, MasMovil, Telenor, FICO, Twilio, and more.
About the Position
The Customer Success Support Specialist is an individual contributor position responsible for serve as the main point of contact for SMB customers by handling their support issues via phone and email. They troubleshoot, document, and resolve both technical and non-technical customer issues. They manage customer vetting and onboarding processes, and create and maintain support documentation to standardize and scale support practices. They partner with sales, product, and operations to ensure customer needs are met.
We're excited about you because you're the kind of person that is naturally curious, eager to learn, and proactive in taking ownership of customer issues from start to finish. You thrive in a fast-paced, ever-changing environment and are both adaptable and resilient, maintaining a positive attitude even amid ambiguity or shifting priorities. Strong communicator who values collaboration, and approach every interaction with empathy, professionalism, and a genuine desire to improve the customer experience.
What You'll Do
The requirements listed in the job descriptions are guidelines. You don't have to satisfy every requirement or meet every qualification listed. If your skills are transferable we would still love to hear from you.
More Details
The base salary for this role is between $45,000 - 55,000. When determining compensation, a number of factors will be considered: skills, experience, job scope, location, and competitive compensation market data.
This position is based in Seattle, WA, USA.
We are building a team with a variety of perspectives, identities, and professional experiences. We evaluate great candidates through a business lens and we strongly believe that diversity and unique perspectives make our company stronger, more dynamic, and a great place to build a career.
Our team has won various awards over the last 4 years from Built-in Seattle and Seattle Business Week to #86 on Deloitte Technology Fast 500 and Forbes #1 Startup Employer. Here at Hiya, we are a people-centric company focused on helping each and every one of our employees grow both personally and professionally. We feel that creating a team culture of support and empowerment to challenge the status quo results in an energized and passionate team that is continuously challenged and passionate about the work they are doing. You'll love working here if you are looking for an innovative challenge that is disrupting an industry. Come join us!
At Hiya, we're revolutionizing voice communication. Our mission is to modernize voice with intelligence for security and productivity
Since 2015, when we introduced the first mobile caller ID and spam-blocking apps, we've been at the forefront of voice intelligence innovation. In 2016, we partnered with Samsung and AT&T to launch Hiya Protect , the first network-based spam-blocking solution. In 2019, we introduced Hiya Connect , a branded call SaaS platform that helps businesses reach more customers by phone.
Today, our Voice Intelligence Platform supports over 500 million users globally. By using adaptive AI and audio intelligence, it delivers smarter, safer, and more productive voice calls across networks, apps, and devices. Our network & solution partners have grown to include British Telecom, EE, Virgin Media O2, Ericsson, Rogers, Bell Canada, MasMovil, Telenor, FICO, Twilio, and more.
About the Position
The Customer Success Support Specialist is an individual contributor position responsible for serve as the main point of contact for SMB customers by handling their support issues via phone and email. They troubleshoot, document, and resolve both technical and non-technical customer issues. They manage customer vetting and onboarding processes, and create and maintain support documentation to standardize and scale support practices. They partner with sales, product, and operations to ensure customer needs are met.
We're excited about you because you're the kind of person that is naturally curious, eager to learn, and proactive in taking ownership of customer issues from start to finish. You thrive in a fast-paced, ever-changing environment and are both adaptable and resilient, maintaining a positive attitude even amid ambiguity or shifting priorities. Strong communicator who values collaboration, and approach every interaction with empathy, professionalism, and a genuine desire to improve the customer experience.
What You'll Do
- Troubleshoot, document, and resolve both technical and non-technical customer issues.
- Manage customer vetting and onboarding processes, and create and maintain support documentation to standardize and scale support practices.
- Handle operational and administrative tasks, including account renewals and related reporting.
- Generate reports and analyze data specific to customer segments.
- Proactively identify and resolve issues across the customer journey.
- Share customer insights with Product and Sales to drive improvements and collaborate across teams to support pilots and other cross-functional customer initiatives.
- Outstanding customer communication skills, able to convey information clearly, listen actively, and respond empathetically to customer needs.
- Resourceful and independent problem-solving, including investigating, troubleshooting, documenting, and resolving technical and non-technical issues.
- Strong initiative and ownership; proactively managing tasks, seeking feedback, and driving continuous process improvements.
- Adaptable and resilient in fast-changing environments, thriving amid frequent shifts, multitasking, and operational ambiguity.
- Solid experience with core support tools like G Suite, Zendesk, and Salesforce, and the ability to quickly learn new systems as needed.
- Collaborative and team-oriented, building productive partnerships across Sales, Product, and Support, and sharing insights to help organizational goals.
The requirements listed in the job descriptions are guidelines. You don't have to satisfy every requirement or meet every qualification listed. If your skills are transferable we would still love to hear from you.
More Details
The base salary for this role is between $45,000 - 55,000. When determining compensation, a number of factors will be considered: skills, experience, job scope, location, and competitive compensation market data.
- Start Date: Immediately
- Status: Full-time
- Type: Hybrid
- Location: Seattle, WA
- Travel Requirements: No
- Department: Customer Success
- Reports to: Director of Customer Success
- Direct Reports: No
- Equity compensation
- 401K program with 3% match through Fidelity Investments
- Self managed vacation plan
- 15 Paid holidays including Recharge Days
- 100% covered medical, dental, and vision for the employee and 50% coverage for dependents
- Flexible spending, health savings accounts and Pretax dependent day care savings plan
- Paid parental leave
- Voluntary Life and AD&D, and Accident insurance options
- Employer-paid life insurance
- Employer-paid long-term disability coverage (in qualifying states)
- Donation Matching for a charity of your choice (up to $,000/ year)
- 1,000/year reimbursement in Professional Development funds
This position is based in Seattle, WA, USA.
We are building a team with a variety of perspectives, identities, and professional experiences. We evaluate great candidates through a business lens and we strongly believe that diversity and unique perspectives make our company stronger, more dynamic, and a great place to build a career.
Our team has won various awards over the last 4 years from Built-in Seattle and Seattle Business Week to #86 on Deloitte Technology Fast 500 and Forbes #1 Startup Employer. Here at Hiya, we are a people-centric company focused on helping each and every one of our employees grow both personally and professionally. We feel that creating a team culture of support and empowerment to challenge the status quo results in an energized and passionate team that is continuously challenged and passionate about the work they are doing. You'll love working here if you are looking for an innovative challenge that is disrupting an industry. Come join us!
View Now
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