Customer Support Specialist

What Do We Do? Triple Whale is the complete intelligence platform that helps ecommerce brands confidently understand what's working in their business, what's not, and what they should do next. We pull all your data into one place, give you the measurement tools to actually trust it, then use the smartest AI in the industry to translate it into insights and recommendations. From there, you get tools to put those insights to work — from AI agents that generate creative and take action on your behalf, to automations that make the rest of your tech stack smarter and more effective. More than 50,000 brands like Pressed Juicery, Ouai and True Classic trust Triple Whale to grow faster with fewer resources — uncovering opportunities and acting on them at a scale that would be impossible manually. What You're Applying for As a Customer Support Specialist at Triple Whale, you will be the first point of contact for our customers, providing them with the assistance they need to maximize their use of our platform. You will help solve problems, answer questions, and ensure that customers have a positive experience with our product. Your role is critical in maintaining customer satisfaction and helping our clients succeed. What You'll Do Respond to Triple Whale customer needs via live chat, owning that interaction from inception to resolution Troubleshoot technical platform issues, escalating when necessary Advise our customers on best-practices with the Triple Whale platform and its use cases Assist customers with urgent needs and help usher them to the best solutions and across our platform and the business Act as first line of defense for triaging & debugging platform health issues Exceed customer expectations on response quality, timeliness of responses and overall customer experience Continuously train to become an expert on the Triple Whale platform, online marketing, and the e-commerce industry What You'll Bring 2+years of experience in a customer support or client-facing role, in a SaaS or tech environment highly preferred. Experience in e-commerce, with analytics platforms, or with another SaaS platform highly preferred. Strong verbal and written communication skills with the ability to explain complex concepts in a simple way. Ability to troubleshoot basic technical issues and think creatively to find solutions. A customer-first mentality, with a genuine desire to help others and ensure their satisfaction. Comfortable using various software tools, and able to quickly learn new technologies and systems; familiarity with Intercom and HubSpot a plus! Ability to collaborate effectively with cross-functional teams and contribute to a positive work environment. Ability to manage multiple tasks and prioritize effectively. Skilled at managing multiple priorities and tasks in a fast-paced setting.

Our Values We Are Customer Obsessed :

From our mission to every detailed project, everything we do is designed to create a positive impact for our customers. We Move (Very!)

Quickly :

The speed at which we work, iterate, and deliver value is our most competitive advantage.

We Are Trustworthy :

Candor, directness, and honest communication helps us learn, grow and improve so we can win together.

We Are Curious :

We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths.

We Act Like A Mensch :

We act with honor, integrity and empathy, and have deep respect for our customers and each other.

Base Compensation Range:

$45,000 - $60,000 ​​Our compensation ranges are set using benchmarks from growth-stage companies and factor in function, level, and location- so everything stays above board and whale-balanced. The range you sea on each job posting shows the minimum and maximum target salary for new hires across all U.S. locations. Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Join Us in Making Waves If you're looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We're on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment. Referred? Got here thanks to a friend? Splash some gratitude their way! They'll need to submit your application through our referral system to make it official. #LI-Remote