Customer Support Specialist | $50K-$60K + Remote | High-Growth Event Planning SaaS Company

Position Overview

Our fast-growing, $3M seed-funded B2B SaaS startup is revolutionizing how event professionals source and book venues. We are seeking a detail-oriented, people-first Customer Support Specialist who will ensure a smooth and successful experience on our platform. You will serve as a key touchpoint for both planners and hotels and work closely with founders and C-Suite executives in a dynamic, entrepreneurial environment.

Key Responsibilities

• Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone.
• Update and improve support content and macros to reflect product updates.
• Provide feedback to product and customer success teams to enhance user experience.
• Proactively contact hotels to onboard them and respond to planner RFPs by following a proven script and process.
• Track and maintain consistent follow-ups with hotels and update contact information accordingly.
• Monitor RFP response rates and facilitate effective communication between hotels and planners.
• Integrate user feedback and collaborate with support, product, and marketing teams to keep documentation up-to-date.

Required Qualifications

• 1-3+ years of experience in SaaS customer support, preferably in a startup environment.
• Self-motivated with the ability to work independently and manage multiple priorities in a fast-paced setting.
• Comfortable communicating with customers over the phone, email, and chat.
• Excellent written and verbal communication skills with a professional demeanor.
• Ability to adapt to a fluid, high-growth environment while maintaining strong attention to detail.
• Willingness to work a flexible schedule, including a 12 PM to 9 PM EST shift (negotiable based on time zone).
• Proactive approach to owning the customer support process rather than simply taking orders.

Benefits & Perks

• Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental.
• Maternity Leave: Support for growing families.
• Future 401K Plan: Coming soon!
• Quarterly Meetups: Connect and collaborate in person with the team.
• Remote work budget and opportunities for leadership advancement.