Customer Support Specialist

At TeamSense, customer support isn’t just troubleshooting — it’s a core part of how we grow. As a Customer Support Specialist, you’ll be one of the first connection points for our customers, helping them resolve issues quickly, adopt TeamSense with confidence, and share insights that improve how we serve them.

This fully remote role is perfect for someone who thrives in a fast-moving SaaS environment, loves problem-solving, and is passionate about delivering exceptional customer experiences. You’ll balance empathy with technical skill, building trust with every interaction.

What You’ll Do

• Resolve Tier 1–2 customer inquiries via email, phone, and occasional video conference during Eastern Time business hours
  
• Troubleshoot and resolve technical issues, escalating when appropriate
  
• Import and validate employee data for new customers using Excel and related tools
  
• Write clear, helpful Help Center articles to scale customer knowledge
  
• Contribute ideas to improve our processes, tools, and customer experience

• 1+ years in SaaS customer support with proven KPI performance
• Ability to work Eastern Time business hours
• Strong technical proficiency across SaaS tools, with advanced Excel skills (data manipulation/validation)
• High attention to detail — you catch errors, track details, and build customer trust
• Impeccable written and verbal communication — clear, concise, and empathetic
• Self-starter mindset: you take initiative, thrive in ambiguity, and adapt quickly in a startup environment
• Resilience under pressure and ownership to follow issues through to resolution

Bonus Skills(Nice to Have)

• Familiarity with scripting or automation (SQL, Python, or similar)
• Experience using AI-powered tools for efficiency and problem-solving

• You’ll have a direct impact on customer success and satisfaction.
  
• You’ll help shape the future of our support processes in a high-growth startup.
  
• You’ll gain exposure to SaaS operations, technical workflows, and customer success.
  
• You’ll join a supportive, mission-driven team that values empathy, innovation, and continuous improvement.

About Us

TeamSense was founded in 2020 to provide app-free digital tools for hourly employees and their leadership.  Since then, we've enabled employees across the US, Canada, and Mexico as they navigate everything from reporting an absence to providing engagement feedback to finding their company's benefits information - and we're just getting started. Our solutions revolutionize the way hourly workers connect with company processes and resources.

Base Salary Range: $48,000.00-$52,000.00

TeamSense is a dynamic and innovative company committed to creating a positive and inclusive work environment. We are dedicated to supporting our employees in achieving their professional and personal goals.

Benefits Package: At TeamSense, we understand the importance of a comprehensive benefits package to support our employees' well-being and work-life balance. Our benefits include:

1. Health, Vision, and Dental Coverage: We provide comprehensive health, vision, and dental insurance options to ensure you and your family's health and well-being.
2. Flexible Spending Account (FSA) and Health Savings Account (HSA): We offer optional FSA and HSA plans to help you save on eligible medical expenses with pre-tax dollars.
3. Paid Time Off (PTO): We believe in work-life balance and offer generous PTO, enabling you to relax, recharge, and spend quality time with loved ones.
4. Remote Office Budget: We understand the importance of a comfortable and productive remote work environment. TeamSense provides new employees with a budget for office-related spending to support your remote work setup.

At TeamSense, we're proud to be an equal-opportunity employer and embrace diversity in our company. We're committed to creating a culture that includes many backgrounds, identities, experiences, and skills because the more perspectives we include, the stronger we are. We're committed to providing reasonable accommodations to anyone applying for or hired for a position, and if you require accommodation, please contact [email protected].