Sift Customer Support Specialist at Sift responsible for responding to customer inquiries and troubleshooting product issues. The role involves documenting cases, escalating issues appropriately, and contributing to the knowledge base.
Responsibilities
Responding to customer inquiries: Answer incoming support tickets and questions via our support channels, with guidance from senior Support team members on anything unfamiliar or complex.
Troubleshooting product issues: Learn to diagnose common issues in Sift's platform, using documentation and escalation paths to work through problems you haven't seen before.
Documenting and tracking cases: Keep clear, accurate records of customer issues and their resolutions in our support tools, so the next person helping that customer has full context.
Escalating appropriately: Recognize when an issue is beyond your current scope and loop in the right teammate or team, rather than guessing.
Contributing to our knowledge base: Help identify gaps in internal documentation and contribute notes or suggested edits as you learn.
Building product expertise: Develop a working understanding of Sift's product and the fraud landscape it operates in, growing your ability to solve problems independently.
What Would Make You a Strong Fit
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
A genuine curiosity about how things work, and a willingness to ask for help when you need it
Qualification
Bachelor's degree in a relevant fieldInterest in fraudOur Typical Interview ProcessRecruiter conversationHiring manager screenInterview loop with the team
Required
We're looking for a Customer Support Specialist who's excited to learn a complex product and build real troubleshooting skills from the ground up. You're naturally curious about how things work, patient with customers who are frustrated, and comfortable asking questions when you don't know the answer yet. With guidance from senior teammates, you'll build the product knowledge and judgment that let you solve problems independently over time.
Preferred
Bachelor's degree in a relevant field, or equivalent practical experience
Experience with support ticketing tools (e.g., Zendesk, Salesforce)
Exposure to SaaS products or basic familiarity with APIs and SQL
Interest in fraud, payments, or trust & safety
Our Typical Interview Process
Recruiter conversation: 30–45 minutes with a recruiter to discuss your background and the role.
Hiring manager screen: 30–45 minutes with the hiring manager to explore your fit for the position.
Interview loop with the team: covering a customer scenario walkthrough, written communication exercise, and values & behavior.
