ABOUT THE ROLE

We’re hiring a Customer Support Representative to join our tight-knit support team. This is a Tier 1 role best suited for someone early in their support career, but with real experience supporting a SaaS product. You’ll be on the front lines helping customers—mostly over the phone and through email—solve problems, learn our platform, and get the help they need, when they need it.
We’re not looking for someone who’s brand new to support—we need someone who’s ready to jump in, take ownership, and grow. Our ideal candidate is curious, thoughtful, and confident enough to say, “I don’t know, but I’ll find out.” You’ll work independently day-to-day but will also collaborate often with our sales, success, and development teams.

KEY RESPONSIBILITIES

Respond to support requests via phone and email with clarity, empathy, and a solutions-oriented mindset

• Become deeply familiar with the Encircle platform so you can support all areas of the product—not just a single feature
• File bug reports in Jira and communicate issues effectively to the dev team
• Recognize patterns in customer issues and raise a flag when something looks off (yes, you’ll help decide when we call an incident)
• Use Zendesk to manage tickets and phone support with attention to detail and process
• Work cross-functionally with Success, Sales, and Product to ensure smooth customer experiences
• Use our internal and external knowledge base to educate yourself, and ask questions when something doesn’t make sense
• Suggest and test improvements to our processes—don’t be afraid to take your head out of the queue and help us think bigger

• Help create documentation and training content to support our customers and internal team

• • Be available for occasional Saturday and holiday coverage (rotation basis)