Customer Support Analyst

Customer Support Analyst Type:

Permanent Location:

Remote (Preference for Nashville-based candidates; optional onsite collaboration available)

Salary:

$65K-$75K+ DOE Join a growing fintech/regtech organization supporting customers across banking, financial verification, and compliance-related platforms Provide frontline customer support via phone, email, and ticketing systems while troubleshooting SaaS platform issues, login support, billing questions, and request statuses Work primarily within HubSpot for ticket management and collaborate with engineering teams through Jira escalations Assist customers during a major platform migration by supporting new workflows, training materials, and updated documentation

Top Required Experience:

3+ years of customer support, customer success, account management, or similar client-facing experience Prior SaaS-based fintech, regtech, banking technology, or financial services experience strongly preferred Experience troubleshooting within a SaaS/software environment Proven ability to manage multiple open cases while maintaining strong customer satisfaction metrics

Preferred Technical Skills:

HubSpot experience strongly preferred Jira experience preferred for engineering escalations Zendesk and Salesforce familiarity considered a plus Experience with AI tools such as Claude, Freddy AI, or similar platforms highly valued Strong Microsoft Office skills required, especially PowerPoint Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan.

Additional disclaimer:

Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.