[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Canny is a customer feedback platform that helps companies build better software products. As a Customer Support Specialist, you will assist customers in utilizing the platform, manage customer inquiries, and collaborate with product and engineering teams to enhance the customer journey.

Responsibilities

• Manage Intercom: Respond to customer questions, triage issues, and escalate to technical support when needed
• Train and improve our AI agent (Fin): Continuously refine responses, optimize workflows, and monitor performance
• Maintain help documentation: Create, update, and organize help docs to ensure customers can easily find answers
• Perform product QA: Test new product updates and features, providing clear feedback to the team to improve usability and documentation
• Support customer interactions: Jump on customer calls when needed to diagnose issues, gather insights, and provide a human touch
• Adhoc customer projects: Partner with the GTM team to work on customer projects, including but not limited to invoicing, renewal outreach, improving our help center, and other initiatives that you think will drive value

Skills

• Experience using Intercom (including managing and optimizing Fin or similar AI assistants)
• Strong written and verbal communication skills: you're clear, empathetic, and concise
• Experience with documentation and self-serve support systems
• Previous SaaS support experience, ideally in a customer-facing role
• A proactive approach to problem-solving and collaboration, you love helping both customers and teammates succeed
• You are a self-starter. Support can be seasonal and have highs and lows in volume of work. You make sure you are optimising your time between customer interactions

Benefits

• Bonus program (8% of base salary, varies based on performance)
• Regular compensation reviews (conducted semi-annually)
• Equity grant
• 20 paid vacation days, 15 paid holidays, and unlimited sick leave.
• Benefits: medical, dental, and vision insurance
• In-person team retreats every year

Company Overview