We are seeking an exceptionally organized and empathetic Customer Support Specialist to help UpCodes users utilize the platform to its fullest potential. As our full-time support team member, you will have unique insight into user challenges and be able to contribute meaningfully to internal discussions on product enhancements. We work closely with our community, and this role will be a pivotal bridge between our team and the end user.

The ideal candidate believes in delivering an above-and-beyond, fundamental human support experience. You enjoy learning about new technical domains and are a problem solver who can dig deep but also knows when to ask for help to uncover solutions. You’re a great communicator and are eager to help our users navigate the platform so they can build affordably, quickly, and enjoyably.

Help our users get the most out of UpCodes by running point on the support phone line, live chat, and email inbox.

Work closely with our Product, Content, and in-house building-code expert teams to answer user questions, address challenges, and share feedback.

Troubleshoot and report potential bugs to the Engineering team.

Serve as a customer advocate and regularly share customer feedback internally to inform product roadmap and strategy.

Continually improve internal support documentation and processes, and also take the lead on expanding our external knowledge base.

THE IDEAL CANDIDATE

Minimum 2–4 years of experience in a customer-facing role.

Fluent in modern, cloud-based work tools (e.g., Google Workspace, Slack, etc.) and comfortable learning and adopting new SaaS tools quickly.

Comfortable working with technical subscription management, billing, and customer account tools. Experience with Chargebee or a similar platform is a plus.

Extremely organized and detail-oriented.

Customer Support Specialist

Responsibilities

Qualification

Required

Preferred

Company

Upcodes

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