Customer Support Specialist

About the role

As a Customer Support Specialist at Applause, you will provide fast, friendly, and effective assistance to B2B customers. You will be on the front lines of interactions, resolving technical issues, answering product questions, and ensuring clients are set up for success.

Key responsibilities

• Manage inbound support tickets via email, chat, and other channels.
• Resolve issues quickly and thoroughly with a friendly, professional tone.
• Maintain a 98%+ CSAT rating.
• Respond to new client messages within 3 minutes and resolve most tickets in under 4 hours.
• Become a product expert and use that knowledge to troubleshoot effectively.
• Guide clients through KYC & KYB processes.
• Document solutions and contribute to the internal knowledge base.

Required profile

• 3+ years of customer support experience at a B2B SaaS company.
• Excellent written English and communication skills.
• Proven record of meeting or exceeding support KPIs.
• Highly organized with strong attention to detail.
• Ability to multitask and manage dozens of concurrent tickets.
• Reliable internet connection (50+ Mbps) and effective remote work habits.

Required skills

• Zendesk
• Intercom
• Slack
• HubSpot

What we offer

• Amazing colleagues and an energetic, positive culture.
• Inspiring mission and innovative home‑services software product.
• Opportunities to grow your career in a fast‑growing tech startup.