Support Specialist

Role Description

The Support Specialist is the first point of contact for SpeakUp customers, owning the triage, response, and resolution of inbound Help Center tickets. This role also acts as the bridge between customers and Engineering, reviewing and routing incoming bug reports with  detail Engineering needs to act on them. Beyond the support queue, the Support Specialist is technically confident in SpeakUp's no-code configuration tools and takes ownership of implementation and configuration for our core, low-tier, and low-touch accounts.

The role gives our lowest-touch and pool accounts a dedicated, reliable point of contact, freeing up Solution Delivery Specialists and Managers to focus on higher-touch, higher-complexity implementations. Given the volume of work this role does on behalf of pool and low-tier Customer Success accounts, it holds a dotted line into the VP of Customer Success to keep CS priorities visible alongside its primary reporting line into Solution Delivery. This is a great fit for someone who enjoys variety, moves fluidly between reactive support and proactive project work, and wants to build a strong foundation in SaaS customer support and delivery.

Responsibilities

Ticket triage and response

• Own the Help Center queue: triage, review, and respond to all inbound customer tickets within SLA.
• Resolve first-line queries directly; escalate complex or technical issues to the right internal owner with full context.
• Keep ticket records accurate and up to date, so account history is easy for the wider team to follow.

Bug triage and engineering handoff

• Triage and review incoming bug reports from customers and internal teams.
• Reproduce issues where possible, capture clear steps to reproduce, and log well-structured tickets for Engineering (for example, in Jira).
• Track logged bugs through to resolution and keep affected customers informed.

Configuration and implementation

• Configure and implement SpeakUp's no-code platform for low-tier customers, ensuring setups match customer requirements.
• Run basic QA on configurations before handover or go-live to catch errors early.
• Maintain a working knowledge of platform functionality and configuration options to support customers confidently.

Customer Success project support

• Support internal Customer Success projects and initiatives for low-tier accounts, such as onboarding batches, health check-ins, or renewal preparation.
• Flag account risks or patterns spotted through support interactions to the relevant Customer Success or Solution Delivery owner.
• Contribute to and help maintain Help Center articles and internal knowledge base content.

Tasks (day-to-day)

• Monitor and work the Help Center queue, responding to and resolving tickets within SLA.
• Review new bug reports, reproduce where possible, and log clear, actionable tickets for Engineering.
• Configure or adjust no-code settings for core, low-tier accounts.
• Follow up on open bugs and configuration requests, keeping customers and internal stakeholders updated.
• Pick up ad hoc tasks on Customer Success projects covering pool and low-tier accounts.
• Spot recurring issues or questions and suggest Help Center updates or process fixes to reduce repeat tickets.

Requirements

Essential

• Experience in a customer support, help desk, or technical support role, ideally in a B2B SaaS environment.
• Good understanding of the SaaS industry and how support fits into the customer lifecycle.
• Technically savvy, with the confidence to learn and work in no-code configuration tools.
• Strong written communication skills, able to explain things clearly to both customers and technical teams.
• Comfortable triaging and prioritising a mixed queue of tickets, bugs, and project tasks.
• Detail-oriented, organised, and reliable in following through on open items.

Preferred

• Experience with a ticketing or Help Center platform (for example: Hubspot, Zendesk, or Intercom) and with Jira or a similar issue tracker.
• Exposure to SaaS implementation or account configuration work.
• A proactive, process-minded approach: you look for ways to reduce repeat tickets, not just close them.

What success means in this role

• Tickets are triaged and resolved within SLA, with customers kept informed throughout.
• Bug reports reaching Engineering are clear, reproducible, and actionable, reducing back-and-forth.
• Core, low-tier account configurations are accurate and delivered on time.
• Pool accounts have a consistent, dependable support experience, even without dedicated CSM coverage.
• Recurring issues are surfaced and turned into Help Center updates or process improvements.
• Solution Delivery Specialists and Managers can rely on this role to absorb lower-complexity, higher-volume work, giving them capacity for higher-touch accounts.