Senior Support Specialist at Nagish

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Jun, 26

Salary

85000.0

Posted On

09 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Intercom, Chat, Email, Troubleshooting, Technical Issue Resolution, User Education, Feedback Documentation, Product Enhancement Collaboration, Written Communication, Problem-Solving, Technical Orientation, ASL (American Sign Language), Automation Flows

Industry

Telecommunications

Description

As a Senior Support Specialist at Nagish, you will be the first point of contact for users, ensuring exceptional support and accessibility for the Deaf and hard-of-hearing community. With a focus on unreasonable hospitality, you’ll communicate with empathy, prioritize user needs, and go above and beyond to deliver a seamless, positive experience, consistently exceeding expectations. On a day-to-day, you will: Respond to customer inquiries via Intercom, chat, email, and other support channels with professionalism, warmth, and care. Troubleshoot and resolve technical issues while ensuring users feel seen, valued, and supported. Educate users on how to best utilize Nagish’s services, empowering them to communicate seamlessly. Track and document customer interactions to identify common challenges and areas for improvement. Work closely with the Product and Engineering teams to relay user feedback and contribute to product enhancements. Requirements 3+ years of proven experience in customer support, preferably in telecommunications. Fluency in English both written and spoken. Strong written communication skills, with an ability to explain technical concepts clearly and concisely. Proficiency in support and project management tools such as Intercom, Mixpanel, Linear, Monday.com, Asana - a must A problem-solving mindset with the ability to multi-task. Strong technical orientation with the ability to understand complex technical concepts - A must. Tuesday - Saturday workweek to support coverage needs. Located in MT/PST time zones covering 10am - 6pm PST. Compensation: $65,000–$85,000 per year, depending on experience and qualifications. Job type will be determined based on location, scope and other local federal and state laws. Bonus but not a must: Fluency in ASL (American Sign Language) Strong Preference. Experience working with the Deaf and Hard of Hearing community. Experience in building automation flows. Benefits: 😁 Work on a fulfilling life-changing product (Literally) 🗝️ Join as a key player at an early stage 👯‍♂️ Annual company get-together About Us: Nagish makes communication accessible for people who are Deaf or hard of hearing. Our team is passionate about making the world more accessible using our state-of-the-art tech — made for consumers and enterprises. We are backed by some of the best investors out there: Comcast, Techstars, Vertex, Precursor, Contour, Cardumen, and more.

Responsibilities

The Senior Support Specialist will serve as the primary contact for users, responding to inquiries across multiple channels with professionalism and empathy, while troubleshooting technical issues. They will also educate users on service utilization, track interactions, and collaborate with Product and Engineering teams to relay feedback for improvements.