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Mid LevelFull-timePythonRustMachine LearningGoAI
Salary Range
$10,200 - $13,800 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
HG Insights is seeking a Customer Support Specialist to join our growing team. This role is mission-critical as we integrate multiple companies and increase product complexity. You will build the foundations for a single function that routes and resolves all customer requests globally, working with modern tools and helping create new processes.
Key Responsibilities
- →Review support tickets in our platform (Pylon) to ensure requests from both internal staff and external customers are acknowledged within SLA
- →Update tickets regularly to keep customers informed
- →Escalate or re-route tickets when appropriate
- →Review monitoring alerts and proactively reach out to customers
- →Propose quick syncs with engineering and Customer Success teams
- →Coordinate customer-facing communications during platform incidents
- →Identify opportunities to improve our processes based on recurring issues and feedback
- →Document clear runbooks in Confluence and design simple automations
Requirements
- ✓2+ years of support experience in tech or B2B SaaS
- ✓Data Analytics experience (visualization, SQL, Python)
- ✓Comfortable with a hybrid remote setup (minimum 2 days/week at office)
- ✓Clear and empathetic communication skills
- ✓Analytical thinking and problem-solving abilities
- ✓Strong organizational skills with attention to documentation
- ✓Team player with proactive mindset
- ✓Naturally curious and comfortable challenging the status quo
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