Customer Support Specialist

As a Customer Support Specialist, you’ll help customers resolve their challenges directly through chat, email, and direct support, while assisting them in using Insycle’s features effectively. You will help customers with troubleshooting and answer general how-to questions. You’ll also work closely with our service, product and sales teams to convey common questions and pain points, and ensure our customers feel heard.

Insycle is on a mission to make working with data easy, fun, and not scary. We help teams clean, manage, and organize customer data inside CRMs like HubSpot and Salesforce—without code. Our customers use Insycle to simplify processes that normally require heavy technical skills, enabling them to move faster, reduce errors, and get better results from their data.

We are a B2B SaaS startup where systems are evolving. If you enjoy solving puzzles and care deeply about helping people succeed, we want to meet you.

✅ You’re a Fit If You…

• Have 0-3 years of experience in B2B SaaS customer support or similar customer-facing roles.
• Are a strong communicator who’s equally comfortable over chat, email, or Zoom
• Are naturally curious, driven, and persistent when solving customer problems.
• Enjoy troubleshooting and explaining technical challenges in simple, clear language.
• Are eager to work with data tools and CRMs like HubSpot or Salesforce, and have a willingness to learn.
• Enjoy collaborating with a small, enthusiastic team in a fast-moving remote environment.
• Are aligned with our mission: make it fun, easy, and not scary to work with data.

🚫 This Role Is Not for You If…

• You prefer only answering basic support questions or working strictly from a script.
• You need rigid structure and aren’t energized by fast-paced, evolving environment.
• You are uncomfortable with ambiguity or don’t enjoy figuring things out on your own.
• You’re not proactive or don’t take ownership of problem-solving.

🛠 Tools We Use

• HubSpot (CRM)
• Intercom (live chat)
• Zoom (customer training, demos, onboarding)
• Slack (team collaboration)
• ChatGPT and AI-powered tools (within Intercom, HubSpot, etc.)

Support

• The Customer Support Specialist serves as the first point of contact for customers who need help with the software, whether via chat, email, or Zoom.
• Troubleshoot and resolve common technical issues related to data formatting, automation workflows, and bulk record operations.
• Assist customers in solving basic to moderately complex use cases, bringing curiosity and patience to every interaction.

Customer Interaction

• Provide direct support to customers, ensuring they have an amazing customer experience.
• Answer basic to intermediate product-related questions, resolve common issues, and provide troubleshooting for everyday challenges users may face while helping them discover more value from Insycle.
• Handle common use cases and guide customers through standard workflows, product features, and functionalities.

Team Collaboration

• Collaborate with the customer support manager, product, and sales teams to improve processes and streamline support.
• Contribute to internal documentation, templates, and knowledge sharing to ensure ongoing success for both customers and teammates.

Growth and Learning

• Take ownership of your learning—continuously improve your product knowledge, customer handling skills, and technical abilities.
• Engage in feedback loops with the team to suggest better solutions for our users.

Contribute to Customer Service Team

• Specialists are typically provided mentorship and ongoing training from senior staff. As you gain more experience, you will begin handling more complex issues, but initially, you are supported in your learning process.
• You’ll improve your troubleshooting, customer service, and product knowledge skills, helping you grow in both your role and career.
• Think critically, suggest new approaches, identify patterns, and help build scalable solutions.
• Be an internal advocate for our customers—what they need, what’s confusing, what’s working, and bring ideas to the team.

Why This Role Is Exciting

You’ll be part of a small, agile team where you can grow quickly, learn from more experienced teammates, and make a significant impact on our customer experience while growing your career. You’ll be at the heart of customer interactions, helping to guide users through challenges, while building your technical and support skill set. Your input will help shape the future of our support processes and ensure customers are continuously getting value from the product.

• $50K - $70K Annual
• 0.05% - 0.1% Equity
• Medical, dental, and vision insurance.
• 401K with a 4% company contribution.
• PTO, sick and unplanned time off, holidays.
• Full-time, working Monday-Friday (9 am - 6 pm) in the United States