Our team is passionate about delivering the best experience for our customers, and we’re looking for individuals who share that same passion.

Job Summary:

As a Customer Support Specialist at Triple Whale, you will be the first point of contact for our customers, providing them with the assistance they need to maximize their use of our platform. You will help solve problems, answer questions, and ensure that customers have a positive experience with our product. Your role is critical in maintaining customer satisfaction and helping our clients succeed.

Key Responsibilities:

* Respond to Triple Whale customer needs via live chat, owning that interaction from inception to resolution

* Troubleshoot technical platform issues

* Advise our customers on best-practices with the Triple Whale platform and its use cases

* Assist customers with urgent needs and help usher them to the best solutions and across our platform and the business

* Act as first line of defense for triaging & debugging platform health issues

* Exceed customer expectations on response quality, timeliness of responses and overall customer experience

* Continuously train to become an expert on the Triple Whale platform, online marketing, and the e-commerce industry

Qualifications:

* 1-2 years of experience in a customer support or client-facing role, in a SaaS or tech environment.

* Experience in e-commerce, with analytics platforms, or with another SaaS platform highly preferred.

* Strong verbal and written communication skills with the ability to explain complex concepts in a simple way.

* Ability to troubleshoot basic technical issues and think creatively to find solutions.

* A customer-first mentality, with a genuine desire to help others and ensure their satisfaction.

* Comfortable using various software tools, and able to quickly learn new technologies and systems.

* Ability to collaborate effectively with cross-functional teams and contribute to a positive work environment.

* Ability to manage multiple tasks and prioritize effectively.

* Familiarity with Hubspot, a huge plus.