Customer Support Specialist

We are looking for a dedicated and service-oriented Customer Support Specialist to join our team in Austin, TX. At Pin Drop, providing exceptional customer service and maintaining a high quality of service is at the core of our mission. As a Customer Support Specialist, you will be the first point of contact for our customers, ensuring they have a seamless experience with our geolocation-based platform. This role involves addressing customer inquiries, troubleshooting issues, providing product guidance, and ensuring customer satisfaction. We are looking for someone who is a natural problem-solver, empathetic, and thrives in a fast-paced startup environment.

• Customer Support: Provide prompt, professional, and high-quality support to customers via email, chat, and phone, ensuring that every interaction reflects our commitment to excellent service.
• Issue Resolution: Troubleshoot technical issues and work closely with the engineering team to resolve them, ensuring minimal disruption to the customer’s experience.
• Product Guidance: Assist customers in navigating the platform and provide guidance on how to best use our features to meet their needs.
• Customer Feedback Loop: Collect and relay customer feedback to the product and engineering teams to drive continuous improvements and ensure the product evolves in line with customer needs.
• Knowledge Base Management: Contribute to and maintain the knowledge base, including help articles, FAQs, and guides, to empower customers to find solutions independently.
• Customer Advocacy: Identify opportunities to turn satisfied customers into advocates, encouraging reviews, referrals, and testimonials.
• Continuous Improvement: Actively participate in team meetings and training sessions to continuously improve support processes, tools, and customer experience.

• Customer-Centric Mindset: A passion for delivering exceptional service and ensuring customers are satisfied at every interaction.
• Empathetic and Patient: Strong interpersonal skills with the ability to empathize with customers and patiently help them solve their issues.
• Problem Solver: A proactive problem-solver who enjoys troubleshooting and finding solutions to complex issues.
• Detail-Oriented: Strong attention to detail, ensuring all customer interactions are accurately documented and follow-up is timely.
• Adaptable and Resilient: Thrives in a fast-paced, dynamic environment and can adapt to changing processes and customer needs.
• Team Player: Collaborative and works well within a team, contributing to a positive and supportive work culture.

• Experience in Customer Support: 1-3 years of experience in a customer support or service role, preferably in SaaS or tech.
• Technical Acumen: Ability to understand technical concepts and guide customers through troubleshooting processes.
• Communication Skills: Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely.
• Familiarity with Support Tools: Experience using customer support platforms (e.g., Zendesk, Intercom, Freshdesk) and CRMs (e.g., Salesforce, HubSpot).
• Documentation Skills: Ability to create and maintain helpful and clear documentation, including help articles and FAQs.
• Time Management: Strong organizational skills with the ability to prioritize tasks and manage time effectively.

• Base Salary: $40,000 to $55,000 per year, depending on experience and skills. This competitive base reflects the key role of customer support in maintaining our high standards of service.
• Performance Bonuses: Up to 10% of the base salary, based on achieving key performance indicators (KPIs) related to customer satisfaction, issue resolution time, and overall support quality.
• Equity Options: Up to 0.05% equity, providing an opportunity to have a stake in the company’s growth and success.
• Benefits: Comprehensive health, dental, and vision insurance, competitive paid time off (PTO), and flexible working arrangements.
• Professional Development: Opportunities for growth, learning, and career advancement, including training, mentorship, and potential transition to more senior roles within the company.