Customer Support Specialist

Sift

. Respond to incoming customer support tickets and questions through support channels .

Posted 11/12/2026full-timeRemote • United StatesJunior💰 $50,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support and troubleshooting within digital trust and safety platforms, leveraging AI tools for efficient problem resolution. Strong written communication skills and a collaborative approach to working with cross-functional teams are essential.

Highest-signal resume keywords

Customer Support ExperienceStrong Written Communication SkillsExperience With Support Ticketing ToolsAI/LLM Tools ProficiencyFamiliarity With SaaS Products

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingDocumentationBasic SQLAPIs Familiarity

Soft Skills

EmpathyCuriosityCollaboration

Tools & Technologies

ZendeskSalesforceAI-Assisted Workflows

Industry Keywords

FraudPaymentsTrust & SafetyCustomer Success

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Respond to incoming customer support tickets and questions through support channels
Troubleshoot common issues in Sift's Digital Trust & Safety platform
Use documentation and escalation paths to investigate unfamiliar problems
Document customer issues and resolutions accurately in support tools
Escalate issues beyond current scope to the appropriate teammate or team
Identify gaps in internal documentation and contribute knowledge-base notes or edits
Build product expertise and understanding of the fraud landscape
Collaborate with Customer Success, Solutions Engineering, and Engineering to provide fast, accurate customer answers

Requirements

What you’ll need

1–3 years of experience in a customer-facing support, service, or help-desk role, or equivalent practical experience
Strong written communication skills — clear, empathetic, and precise, especially under a frustrated customer's pressure
Comfortable learning new software tools and systems quickly
Experience leveraging AI/LLM tools (e.g., ChatGPT, Claude, Cowork) for day-to-day work, and general fluency with AI-assisted workflows
Genuine curiosity about how things work and willingness to ask for help
Bachelor's degree in a relevant field, or equivalent practical experience (nice to have)
Experience with support ticketing tools such as Zendesk or Salesforce (nice to have)
Exposure to SaaS products or basic familiarity with APIs and SQL (nice to have)
Interest in fraud, payments, or trust & safety (nice to have)
Must live in and be authorized to work from a state where Sift is registered
Sift cannot sponsor candidates who require new/initial H-1B visa sponsorship; candidates who already hold H-1B status may be considered

Benefits

Comp & perks

401k plan
Medical, dental and vision coverage
Flexible lifestyle wallet
Learning & development reimbursement
Flexible time off
Company Mental Health Days
Equity and other benefits may be available