Customer Support Specialist

Reacher

. Own first response across in-app chat and VIP client channels including Slack, WhatsApp, and Lark .

Posted 11/5/2026full-timeSan Francisco • California • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support within a SaaS environment, with strong technical abilities to troubleshoot issues and maintain effective communication with clients. Proficient in managing ticket queues and providing timely responses across various client channels.

Highest-signal resume keywords

Customer Support ExperienceTechnical TroubleshootingQueue ManagementClear Writing AbilitySaaS Knowledge

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Bug ReportingIssue ReproductionAutomation TroubleshootingIntegrations KnowledgeBilling ResolutionFeature Request CapturePipeline CleanupCustomer Follow-UpTicket ManagementSaaS Product Knowledge

Soft Skills

Calm CommunicationDe-Escalation SkillsFast-Paced AdaptabilityCustomer EducationProblem-Solving

Tools & Technologies

SlackWhatsAppLarkLinearSeller CenterTikTok Shop

Industry Keywords

Client-Facing RoleVIP Client SupportCustomer SuccessSaaS EcosystemStartup Environment

Tech Stack

Tools & technologies

Spark

About the role

Key responsibilities & impact

Own first response across in-app chat and VIP client channels including Slack, WhatsApp, and Lark
Meet a 1-minute weekday first-response target and approximately 30 minutes on weekends across 100–150 tickets weekly
Troubleshoot and resolve product issues involving automations, outreach, sample approvals, GMV Max, Spark Codes, integrations, and billing
Maintain the Pylon queue with no more than 30 open tickets per person and complete 24-hour customer follow-ups
Perform daily pipeline cleanup at the start and end of shifts
Reproduce bugs and file complete engineering tickets in Linear
Coordinate bug resolution across US and EU engineering hours and close the loop with customers
Educate customers on platform features and best practices
Maintain help-center articles and macros
Identify frustrated or at-risk accounts, disputed charges, and cancellation intent and refer them to the CSM team
Capture feature requests and friction patterns for product and customer success teams
Provide VIP client channels with the same responsiveness and care as the in-app queue

Requirements

What you’ll need

2+ years in customer support or a frontline client-facing role, ideally at a SaaS company
Knowledge of TikTok Shop and its affiliate ecosystem, or ability to learn it quickly
Prior exposure to Seller Center or creator outreach tools is a plus
Clear, calm writing ability to de-escalate, explain, and maintain customer confidence
Technical ability to reproduce issues, read error states, and write actionable bug reports
Strong queue discipline and follow-through on open tickets
Ability to work US or EU-overlap hours with some weekend coverage
Ability to thrive in a fast-paced startup and help build processes
Authorization to work in the US is requested on the application form