CUSTOMER SUPPORT ASSOCIATE JOB DESCRIPTION

Knowing what a product does is straightforward. Knowing why a customer cannot do what they need to - and fixing it before they give up - is the actual job. The Customer Support Associate owns first-contact resolution across ticket queues, live chat, and phone for a SaaS platform, sitting within a CX or customer success function that measures itself against ticket volume, resolution time, and satisfaction scores. This is an individual contributor role that feeds product intelligence directly to internal teams, making every resolved case an input to the product roadmap as well as a retained user.

As the Customer Support Associate, you resolve inbound customer inquiries across multiple channels, maintain a low ticket backlog, and surface recurring user pain points to product and CX leadership. You work within a customer experience team serving a B2B or B2C SaaS user base, balancing independent case ownership with cross-functional escalation when complexity requires it.

Career Impact: Hands-on experience managing ticket queues, CRM workflows, and Help Center content builds a measurable record of resolution performance that is directly portable across SaaS customer success career paths.

Business Impact: When a customer hits a blocker in the product, the Customer Support Associate is the difference between a retained user and a churned one - every resolved case protects revenue the product team worked to earn.

Growth Opportunity: The pattern recognition this role develops - identifying which issues recur, which flows confuse users, and which escalations reveal product gaps - is the foundation for moving into customer success management or product operations.

Company Value: Several employers in this group offer fully remote or hybrid flexibility with standardized hardware provided, making schedule consistency and professional development accessible regardless of location.

• Resolve inbound customer inquiries across ticket, chat, and phone channels within established SLA windows.
• Document all case details, actions, and outcomes in the designated CRM to maintain accurate support records.
• Triage and escalate complex or high-priority issues to the appropriate internal team, communicating status updates to customers throughout.
• Identify recurring user pain points and report themes to product and CX leadership with supporting case evidence.
• Maintain and update Help Center articles, internal knowledge base entries, and troubleshooting guides to reduce repeat contacts.
• Partner with product, operations, and sub-operations teams to resolve issues that fall outside standard support scope.
• Monitor personal ticket queue to ensure no case ages beyond defined thresholds without action or escalation.

• Bachelor's degree in Business, Communications, or a related field, or equivalent work experience.
• 1 or more years of customer support or client service experience, with exposure to ticket-based or multi-channel environments.
• Demonstrated ability to manage multiple open cases simultaneously while maintaining accuracy and response time standards.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users.
• Comfort working with CRM platforms and digital support tools to log, track, and resolve customer interactions.
• Sound judgment when handling sensitive or confidential customer information, with consistent professional discretion.
• Self-directed work style with ability to manage fluctuating priorities and adapt to evolving processes and product changes.

• Prior experience contributing to a Help Center, knowledge base, or internal documentation library in a SaaS environment.
• Familiarity with B2B customer workflows, including working with business accounts that have multiple users or stakeholders.
• Experience supporting customers of a platform with billing, account management, or subscription components.
• Background in identifying and flagging product feedback patterns that informed a process or product improvement.

• First reply time, measuring how quickly new inbound cases receive an initial response.
• Ticket resolution rate per week, reflecting individual case throughput against queue volume.
• Escalation rate, indicating the share of cases requiring hand-off to senior or cross-functional teams.
• CSAT score per resolved ticket, capturing user-reported experience with the support interaction.
• Knowledge base contribution count per quarter, tracking how often the associate adds or updates self-service content.
• Typical tools: ticketing and CRM platforms (commonly Zendesk or HubSpot); productivity suites (commonly Google Workspace or Microsoft Office).

• Base Salary Range: $40,000 to $58,000 per year, varying by market and company size.
• Bonus: Discretionary performance bonus, typically 3 to 7 percent of base salary.
• Equity: Minimal to none at this level; occasional RSU grants at growth-stage companies.
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by company.
• PTO: 15 to 20 days per year plus standard US public holidays.
• Common Perks: Remote or hybrid flexibility, home office stipend, and access to professional development resources.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Reasonable accommodations are available to qualified individuals with disabilities throughout the application and employment process - requests should be directed to the hiring team. Employment in this role is contingent on successful completion of a background check. All applicants will be evaluated without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Candidates must be authorized to work in the United States.

The Associate, Customer Support owns 1st level application support and data engineering pipeline monitoring within a technology operations team, working alongside scrum and risk management colleagues. Delivering reliable resolution of deployment issues, SLA compliance, and bug fixes, this role builds the operational foundation that keeps ETL, Azure cloud, and MDM application environments running with confidence.

Key Responsibilities

• Perform 1st level application support.
• Monitor data engineering pipeline.
• Manage issue queue and resolve operation-related problems.
• Manage deployment and application bug fixes.
• Comply with SLA and risk management/escalation procedures.
• Participate in agile processes as part of a scrum team.

Required Qualifications

• Bachelor degree in Information Technology/Computer Science from a recognised university.
• Certification in MS Azure Cloud or Data specialization courses is an added advantage.
• 1–3 years of relevant working experience.
• Experience in development and operation support of ETL, .NET, SSIS, SQL, SSRS and MDM applications.
• Technical understanding of Microsoft Azure services including Data Lake, Data Warehouse, Azure Analytics Services and Azure PowerBI.
• In-depth experience of Azure cloud services and functionalities such as ADF, ADW, AAS, Cosmos DB and AKS.
• Knowledge of supporting tools such as ServiceNow, Azure DevOps and GSuite.
• Strong project management, communication, analytical, and interpersonal skills with an agile mindset.
• Able to communicate effectively in verbal and written English with confidence.

Embedded within a scientific Customer Support Team that serves pharmaceutical, biotech, and academic clients, the Associate, Customer Support delivers quote and order processing alongside cross-functional engagement with Sales, Marketing, and Manufacturing colleagues. Working closely with accounting, marketing, and business development, this role shapes customer satisfaction outcomes and supports execution of sales strategies across a specialized life science product portfolio.

Core Functions

• Manage client relationships including quote and order processing.
• Handle scientific, technical, and operational customer communication by phone, email, or in person.
• Optimize Customer Support workflows and processes.
• Interact with marketing, sales, and business development to establish and execute sales strategies.
• Support the accounting team through direct customer communication.
• Handle customer requests and complaints.

Qualifications & Experience

• Advanced degree in Chemistry, Biological Science, or comparable life science.
• Experience in promoting and selling scientific products and services.
• Excellent communications and problem-solving skills.
• Willingness to work within a multidisciplinary team and establish efficient internal and external working relationships.
• Fluent in English and German; an additional EU language such as French or Spanish is a benefit.

Reporting to the Customer Support leadership, the Bilingual Associate Customer Support delivers policyholder information, processes non-financial transactions, and maintains service records for clients and advisors within a remote insurance support environment. Partnering with clients and internal teams to resolve inquiries and recommend service improvements, this role builds service consistency and strengthens the customer experience across the life insurance product line.

Primary Duties

• Provide policyholder and product information to clients and advisors.
• Document issues and respond to requests by determining appropriate action to resolve situations.
• Follow up with clients within established service standards.
• Maintain service records and ensure service standards are maintained or excelled.
• Participate in recommending improvements to service and procedures.
• Process non-financial transactions when necessary.

Skills & Qualifications

• High school diploma.
• 1–2 years of client service experience.
• Knowledge of the life insurance industry is an asset but not required.
• Strong communication skills with the ability to multi-task.
• Excellent verbal and written English communication skills.
• Positive, service-oriented attitude with a commitment to offering superior service.
• This is a remote position; all suitable applicants within Canada will be considered.

Sitting at the intersection of technical support and healthcare network operations, the Associate Customer Support Analyst leads resolution of electronic prescription transmission issues, XML errors, and misrouted clinical messages across the Surescripts network. Operating across telephone, email, and internal case management systems, this role delivers production transaction support that sustains reliable connectivity for network-connected healthcare participants and their partners.

Duties

• Manage incoming cases via telephone and email to ensure courteous, timely, and effective resolution; communicate case status updates regularly to clients.
• Document all support information and actions in the internal case tracking system (SalesForce).
• Resolve customer issues independently and through collaboration with internal teams and partner support personnel; escalate as needed.
• Own the customer experience and drive satisfaction as measured through customer satisfaction surveys.
• Collaborate with relationship managers to manage priorities, issues, communications, partner expectations, and progress.
• Provide feedback to management on ways to improve products and processes.
• Contribute to a strong team environment by upholding high work standards.

Experience & Qualifications

• Bachelor degree or equivalent experience.
• 0–2 years of experience in technical support or customer service, preferably with transaction-based activities such as XML or EDIFACT.
• Three or more years of experience using CRM or ticket management solutions such as SalesForce, Siebel, or Heat.
• Experience supporting healthcare industry messaging standards including X12, HL7, EDIFACT, and XML.
• Experience providing high-level support to healthcare workers and supporting transaction systems is preferred.

A key member of the Hydraulics order management team, the Associate Customer Support Representative leads end-to-end Purchase Order processing for OEMs and Distributors, from receipt through shipment coordination across ERP systems. Collaborating across operations, SMEs, and external customers, this role builds cycle time reduction and customer satisfaction outcomes that keep production lines running and stakeholder relationships strong.

Functions

• Receive, review, and complete Purchase Orders and modifications in Hydraulics ERP systems following defined processes.
• Process POs for OEMs and Distributors and expedite orders to prevent line downs or machine downtime.
• Provide product information or leverage internal resources to fulfil requests and update SOs to reflect corresponding PO dates.
• Maintain accurate and organised order files and acknowledgments; proactively communicate with external customers on order status, pricing, and shipment.
• Coordinate with operations to verify lead times, schedule orders, and communicate special handling requests.
• Promote customer satisfaction and cycle time reduction through team-based problem solving and continuous improvement.
• Work closely with SMEs on ad hoc projects; support month-end and weekend working as required by business needs.

Technical Qualifications

• Data entry, proofreading, and mathematical skills.
• Team-oriented problem-solving, corrective action methodology, and negotiation and conflict management skills.
• Proficient in MS Word, Excel, and order management software including MFG/PRO and Pharos.
• Strong phone, customer communication, organisation, time management, and reasoning skills.
• Out-of-the-box thinking and professional presence.

Accurate, timely resolution of customer queries and discrepancies depends on the Junior Associate, Customer Support, who answers enquiries, escalates unresolved issues, and maintains professionalism across all interactions within a 24×7 rotational support environment. Based within a cross-functional team that spans multiple departments and foreign clientele, this role delivers the consistent service quality that sustains customer trust and operational standards across the Sportsbook platform.

Accountabilities

• Answer and support customer queries and research solutions to issues.
• Interact with various departments to resolve customer issues and escalate unresolved problems per established procedures.
• Navigate tools and information resources effectively to answer customer enquiries quickly.
• Research discrepancies and take appropriate actions.
• Maintain professionalism and adhere to company standards during all interactions.
• Review and digest all communication and information sources to maximise knowledge and skills.
• Perform other tasks and duties as assigned.

Position Requirements

• School leaver or Diploma in Business, Hospitality, Sales and Marketing Management, or relevant field.
• Minimum 1 year in a similar customer service role is an added advantage; prior experience with foreign clientele is a plus.
• Knowledge of the Sportsbook industry is an asset.
• Fluent in written and oral English with strong drafting and communication skills.
• Ability to think critically, manage multiple priorities, deal with ambiguity, and independently research solutions.
• Strong customer orientation, computer literacy, and proficiency in Google Sheets and Microsoft Office.
• Performance-driven team player with exceptional interpersonal, time management, and problem-solving skills.
• Flexible with ability to adjust quickly to process changes; willingness to work on a rotational 24×7 basis.

As the Customer Support Associate, this role delivers high-quality responses to customer requests through Zendesk, live chat, and phone while contributing Help Center content and flagging product pain points to internal teams. The CX team relies on this work to maintain low ticket processing times, support Sub Operations, and continuously improve the self-service experience for a growing SaaS customer base.

Activities

• Provide high-quality, efficient responses to customer requests through Zendesk, live chat, and phone.
• Suggest, update, and create content for the external Help Center and internal knowledge base.
• Flag user pain points and suggest solutions to the product team.
• Identify areas of improvement in support processes and use tools efficiently to maintain low ticket processing time.
• Triage and escalate tickets as necessary to CX team leadership.
• Provide support to other teams including Sub Operations.

Knowledge Skills & Abilities

• Bachelor's degree preferred or equivalent experience required.
• Ticket-based customer support experience is a plus.
• Highly empathetic, hyper-organised, and detail-oriented with excellent written and verbal communication skills.
• Good judgment with ability to handle sensitive and confidential information with discretion.
• Technology enthusiast with high multitasking capability and commitment to diversity and inclusion.

Associate Customer Support Consultant delivers day-to-day issue resolution, software testing, and value-added services such as data cleanup and process training within a Global Customer Support organization serving Oil and Gas clients. The work directly supports customer satisfaction outcomes by triaging complex P2 Excalibur and Production Accounting issues and coordinating with development teams to drive resolution across the full support lifecycle.

Operational Focus

• Handle day-to-day customer issues, provide resolutions, and escalate as necessary.
• Analyse and triage complex issues to provide detailed problem descriptions for coordination with development.
• Focus on improving customer satisfaction and adhere to or improve support processes in collaboration with Global Customer Support management.
• Provide value-added services such as data cleanup and process training.
• Work with various team members to resolve reported issues and perform software testing of product releases.
• Participate in Customer User Group meetings and presentations.

Professional Experience

• Bachelor's degree in Computer Science, Accounting, or Engineering is highly preferred.
• Oil and Gas industry experience and P2 Excalibur or Production Accounting experience are a plus.
• Technical customer support experience and experience writing SQL queries are assets.
• Strong Microsoft Office skills including Word, Excel, and PowerPoint.
• Positive attitude, high performer, and team player with strong interpersonal skills and ability to work in a fast-paced environment.

The Associate Customer Support Analyst advances customer success by facilitating problem identification, driving issue resolution, and assisting clients across SPS Commerce products ranging from basic to moderate complexity. Collaborating with internal teams through a designated CRM and multiple contact channels, this role produces consistent service availability and accurate case documentation that sustains commerce platform reliability for a broad B2B customer base.

Key Deliverables

• Facilitate problem identification and research, and drive resolution while advocating for customer success.
• Assist customers seeking education or issue resolution across a variety of SPS Commerce products and services.
• Assess the nature of customer needs and resolve issues ranging from basic to moderate complexity.
• Refer and escalate to appropriate internal teams as necessary.
• Log and track customer interactions using the designated CRM.
• Demonstrate agility as a flex resource across multiple contact channels and adhere to schedules to ensure availability.

Education & Experience

• 5 years of combined post-secondary education and work experience.
• Strong verbal and written communication skills.
• Ability to understand and work effectively with technical processes and data.
• Demonstrated computer knowledge including Internet, Microsoft Office Word, Excel, and Outlook.
• Self-directed with ability to manage fluctuating priorities and work off-peak hours including evening shifts.

Embedded within MainStreet's customer-facing team, the Customer Support Associate develops deep product knowledge to resolve client inquiries via support system, email, live chat, and phone with professionalism and empathy. Working closely with internal escalation teams and CRM workflows, this role advances the customer experience by ensuring confidential information is handled with care and critical concerns reach resolution swiftly across the B2B and B2C customer base.

Areas of Ownership

• Provide world-class customer support through deep understanding of MainStreet's products and features.
• Resolve customer inquiries via support system, email, live chat, or phone with patience, empathy, and professionalism.
• Diligently process and organise information from customer interactions into the CRM.
• Escalate critical cases when necessary to ensure swift and exceptional resolution.
• Perform outstanding customer service while maintaining confidential information.

Background & Experience

• 1+ years of experience in a customer support role, ideally in a B2B or B2C environment.
• Proficiency in computer skills and CRM tools; Salesforce experience is a bonus.
• Customer-first mindset with empathy, excellent communication skills and etiquette across email and phone, and strong attention to detail.
• Willingness to work quickly alongside excellent attention to detail.
• Dedicated to delivering exceptional customer experiences across the customer journey.

Reporting to the support team leadership, the Customer Support Associate refines the customer experience for agents, landlords, and applicants using RentSpree software by resolving issues through phone, email, and chat and maintaining a comprehensive company knowledge base. Partnering with internal team members to escalate higher-tier issues via HubSpot CRM and develop training documentation, this role advances operational consistency and end-user proficiency across the RentSpree platform.

Role Responsibilities

• Partner with customers to resolve issues through phone, email, and chat.
• Provide support and guidance to agents, landlords, and applicants using RentSpree software.
• Help customers navigate tools and features within RentSpree.
• Track issues through HubSpot CRM, ensure prompt resolution, and escalate higher-tier issues to appropriate team members.
• Maintain the company knowledge base and develop training documents and troubleshooting procedures.
• Maintain flexible availability including weekends.

Minimum Qualifications

• Associate degree or higher preferred.
• 1–2 years of experience in a professional customer support or help desk role.
• Familiar with PC and Mac operating systems and mobile devices.
• Phone and chat support experience preferred.
• Strong communication skills with ability to remain calm, set priorities, problem-solve, multi-task, and adapt to changing needs.

Sitting at the intersection of customer advocacy and internal product intelligence, the Customer Support Associate engages Email on Acid users across Intercom, Zendesk, phone, and email to manage issues ranging from billing through complex troubleshooting. Operating across a high-functioning Customer Success team based remotely or in Denver, CO, this role shapes customer confidence by de-escalating issues accurately, identifying recurring themes, and escalating findings to the teams responsible for resolution.

Job Functions

• Provide first-class customer service that creates trust and confidence across all support channels including chat, phone, and ticketing system.
• Engage with customers as the primary responder, probing to understand issues, setting expectations, and following up on outcomes.
• De-escalate challenging customer situations by collecting information accurately and providing realistic resolutions.
• Identify themes across reported issues, advise internally on impact scope, and escalate to appropriate teams.
• Participate in regular professional development and team-building interactions to contribute to a positive team culture.

Requirements

• BA/BS in Business, Marketing, or related field is desired but not required.
• 1+ years of experience in a customer success work environment.
• Strong written and verbal communication skills with excellent time-management ability.
• Proven ability to prioritize tasks, learn and adapt quickly, and drive personal and professional growth.
• Dedicated team player who sees challenges as opportunities and thrives in a collaborative environment.
• Role is remote or based in Denver, CO; applicants must have a suitable home office setup.