Customer Support Specialist

Our Customer Support team is the front line for every Sift customer who runs into a question or a problem. We troubleshoot, triage, and resolve issues across Sift's Digital Trust & Safety products, working closely with Customer Success, Solutions Engineering, and Engineering to make sure customers get fast, accurate answers. We're the team customers remember when something goes right in a moment of frustration — and we take that responsibility seriously. We're also always looking for smarter ways to work, including using AI tools to help us respond faster and more consistently.

We're looking for a Customer Support Specialist who's excited to learn a complex product and build real troubleshooting skills from the ground up. You're naturally curious about how things work, patient with customers who are frustrated, and comfortable asking questions when you don't know the answer yet. With guidance from senior teammates, you'll build the product knowledge and judgment that let you solve problems independently over time.

• Responding to customer inquiries: Answer incoming support tickets and questions via our support channels, with guidance from senior Support team members on anything unfamiliar or complex.

• Troubleshooting product issues: Learn to diagnose common issues in Sift's platform, using documentation and escalation paths to work through problems you haven't seen before.

• Documenting and tracking cases: Keep clear, accurate records of customer issues and their resolutions in our support tools, so the next person helping that customer has full context.

• Escalating appropriately: Recognize when an issue is beyond your current scope and loop in the right teammate or team, rather than guessing.

• Contributing to our knowledge base: Help identify gaps in internal documentation and contribute notes or suggested edits as you learn.

• Building product expertise: Develop a working understanding of Sift's product and the fraud landscape it operates in, growing your ability to solve problems independently.

Must-haves:

• 1–3 years of experience in a customer-facing support, service, or help-desk role, or equivalent practical experience

• Strong written communication skills — clear, empathetic, and precise, especially under a frustrated customer's pressure

• Comfortable learning new software tools and systems quickly

• Experience leveraging AI/LLM tools (e.g., ChatGPT, Claude, Cowork) for day-to-day work, and general fluency with AI-assisted workflows

• A genuine curiosity about how things work, and a willingness to ask for help when you need it

Nice to have:

• Bachelor's degree in a relevant field, or equivalent practical experience

• Experience with support ticketing tools (e.g., Zendesk, Salesforce)

• Exposure to SaaS products or basic familiarity with APIs and SQL

• Interest in fraud, payments, or trust & safety

• Recruiter conversation: 30–45 minutes with a recruiter to discuss your background and the role.

• Hiring manager screen: 30–45 minutes with the hiring manager to explore your fit for the position.

• Interview loop with the team: covering a customer scenario walkthrough, written communication exercise, and values & behavior.

• Competitive total compensation package

• 401k plan

• Medical, dental and vision coverage

• Flexible lifestyle wallet

• Learning & development reimbursement

• Flexible time off

• Company Mental Health Days

Let’s build it together:

At Sift, we are intentionally building a diverse, equitable, and inclusive workplace. We believe that diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need. We envision a place where all Sifties feel secure sharing their authentic selves and diverse experiences with their teams, their customers, and their community – ultimately using this empowerment and authenticity to build trust and create a safer Internet.

This document provides transparency around how Sift handles the personal data of job applicants: https://sift.com/recruitment-privacy
A little about us:
Sift is the AI-powered fraud platform securing digital trust for leading global businesses. Our deep investments in machine learning and user identity, a data network scoring 1 trillion events per year, and a commitment to long-term customer success empower more than 700 customers to grow fearlessly. Global brands rely on Sift to unlock growth and deliver seamless consumer experiences. Visit us at sift.com and follow us on LinkedIn.