Customer Support Specialist

Department: Customer Success

Employment Type: Full Time

Location: United States

Reporting To: Peter Flickinger

Compensation: $55,000 - $60,000 / year

Description

Hey 👋 I'm Peter, Head of Support here at Pinpoint.

We’re a high-growth, bootstrapped HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, rapid growth, strong product-market fit, and happy customers.

We have a support team that we’re incredibly proud of—helping customers navigate our platform through live chat and email. Our response times are low, and our customer satisfaction scores are high. Just take a look at our G2 and Capterra reviews—our clients consistently highlight the quality and responsiveness of our support team, setting us apart from our competitors.
As we continue to grow, we need additional support to take care of our customers. That's where you come in. We’re looking for a Customer Support Specialist to support our customers, ensuring they get fast, friendly, and effective help when they need it.

The fine print (but way more exciting):

• This is a remote role based in the US (EST only), with in-person team meetups a few times a year. Our HQ is in Jersey, UK, and our 70-person team is spread across the UK and US.
• This person will work Monday–Friday, 9 AM–6 PM (with a one-hour lunch).
• Our customers use Pinpoint in different ways—some need structured, ongoing support, while others require quick-fire troubleshooting. You should be curious, proactive, and excited to tackle new problems every day.
• Our platform is cloud-based, meaning most queries involve helping users navigate features, submit feature requests, or offer best practices on recruitment. We never close a ticket until we’ve truly helped.
• We also handle technical queries—you’ll attempt to replicate issues before escalating them to the dev team. It’s okay not to know everything, but you should be eager to learn.
• This role blends technical troubleshooting with customer interaction—you’ll juggle investigating API issues, reporting bugs, handling data problems, and responding to customers via Intercom.
• Our values shape how we work. We’re looking for people who embody these values in everything they do.

About the Role:

• Be the first point of contact for customer inquiries via live chat and email (100+ per week)
• Troubleshoot product questions, feature requests, and general platform navigation
• Investigate and attempt to replicate technical issues, escalating to developers when necessary
• Own complex support cases, ensuring customers are kept informed until their issue is fully resolved
• Provide best practice guidance to customers on using Pinpoint
• Maintain and contribute to our internal knowledge base, making it easier for customers to find answers themselves
• Identify opportunities for improving our platform and proactively pass feedback to the Product team
• Work closely with Customer Success, Engineering, and Product teams to ensure a seamless customer experience

About You:

• 1+ years of experience in software support
• Basic familiarity with web and app development concepts—no coding required, but understanding CSS, JavaScript, APIs, and HTML is beneficial
• Strong problem-solving skills with a proactive approach to customer challenges, feedback, and guidance
• Ability to assess customer needs effectively—some users are highly technical, others are not, and knowing when to dig deeper is key
• Patience and adaptability—handling customer queries across different tones, urgency levels, and language proficiencies
• Excellent written and verbal communication—explaining complex topics clearly and concisely, avoiding unnecessary jargon
• Tech-savvy and quick to learn new tools—familiarity with platforms like Intercom, Notion, HubSpot, Guru, and Linear is a plus
• Highly organized, capable of tracking long-running cases, providing timely updates, and proactively following up with customers
• Based in EST with US work authorization

What We Offer:

We want Pinpoint to be the best place you’ve ever worked—somewhere you feel valued, supported, and excited to gr