Senior Customer Success Specialist

Senior Customer Success Specialist at Insight Global Senior Customer Success Specialist at Insight Global in Reading, Pennsylvania Posted in about 20 hours ago.

Type:

full-time

Job Description:

Direct Customer Support Coverage

• Provide dedicated, responsive, and technically credible support coverage across all inbound channels (e.g., tickets, email, chat, and phone).
• Handle the full range of support requests: product bugs, configuration questions, user access and account issues, troubleshooting, and integration-related inquiries
• Resolve issues with urgency and thoroughness, not just closing the ticket, but confirming the customer is genuinely unblocked and understands what happened
• Deliver every support interaction with the clarity, professionalism, and patience that transforms a frustrating moment into a trust-building one
• Maintain response and resolution SLAs, and hold yourself to a higher internal standard than the minimums required
• Follow up proactively on resolved issues to confirm resolution held and the customer has no outstanding friction Escalation Triage & Issue Investigation
• Serve as the first escalation point for complex, ambiguous, or high-severity support issues, owning them through to resolution
• Investigate product bugs and unexpected behaviors with rigor: reproduce the issue, isolate the root cause, document the steps, and communicate findings clearly to Engineering
• Distinguish between user error, configuration issues, integration failures, and true product defects and route each appropriately without over-escalating or under-escalating
• Partner with Engineering and Product on bug prioritization by providing the customer context, frequency data, and business impact framing that helps them make informed decisions
• Track open escalations with structure and visibility: no issue falls through the cracks, and stakeholders always know where things stand Knowledge Base & Support Infrastructure
• Identify the most common, recurring, and complex support scenarios and systematically build documentation to address them
• Co-build and maintain a comprehensive knowledge base: troubleshooting guides, step-by-step how-to articles, FAQ libraries, configuration references, and known issue logs
• Write documentation that is technically accurate, operationally relevant, and clear enough that a fleet manager with no technical background can follow it
• Develop internal support playbooks: escalation decision trees, triage frameworks, first-response templates, and bug reporting protocols
• Audit and update the knowledge base regularly, documentation that isn't maintained is documentation that misleads and fails
• Design the knowledge base architecture with the customer in mind: organized, searchable, and genuinely useful as a self-service resource Product Expertise & Continuous Learning
• Develop and maintain the deepest working knowledge of our platform on the support team by understanding not just what features do, but how they work, how they interact, and where they break
• Stay current on every product release, configuration change, and new integration, translate updates into support-ready documentation before customers encounter issues
• Develop working familiarity with the technical environment surrounding the platform: APIs, mobile applications, IoT device behavior, telematics integrations, and data flows
• Use support patterns and recurring issues to build a nuanced, evolving mental model of where the product creates friction - and communicate that model to Product in a structured, actionable way The Ideal Candidate's Profile The ideal candidate combines strong customer service skills, technical aptitude, problem-solving abilities, and a passion for helping customers succeed.

As a member of the Customer Success team, this role helps customers achieve value from the platform by providing timely resolutions, product guidance, and proactive communication. Experience

• 3-5 years of experience in a technical support, customer support, or implementation support role preferably within a SaaS environment
• Demonstrated experience handling complex, multi-layered support issues that require genuine technical investigation, not just script-following
• Experience building or significantly contributing to support documentation, knowledge bases, or internal playbooks
• Background supporting enterprise or mid-market B2B customers with high operational stakes

Bonus:

Prior experience in fleet technology, telematics, logistics software, asset tracking, or industrial SaaS - this is a meaningful differentiator in this role Technical Skills

• Comfortable working at the technical layer of a SaaS platform: understanding data flows, diagnosing configuration issues, and reading API behavior without needing Engineering on every call
• Some familiarity with REST APIs, webhook configurations, and basic integration troubleshooting
• Mobile application support experience; IoT device familiarity is a strong plus given the fleet context
• Proficiency in support ticketing platforms
• Proficiency in CRM platforms, HubSpot strongly preferred
• Competency in knowledge base and documentation tools
• Comfortable working with browser developer tools, log files, and basic diagnostic outputs to investigate reported issues is a plus

Compensation:

$25-35/hr Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.