Senior Customer Support Specialist

Department: Customer Support

Employment Type: Full Time

Location: United States

Reporting To: Emilia Carvell

Description

Hi 👋 I’m Emilia, Customer Support Team Lead here at Pinpoint.

We’re a high-growth 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.

Behind that success is a support team that treats every interaction as part of the product experience. We keep response times low (sub-2-minute first response on live chat) and customer satisfaction high. As more customers join Pinpoint, we’re adding a Senior Customer Support Specialist to help us maintain that standard.
The fine print (but a bit more exciting):

• This is a remote role based in the US (EST only), with a few optional in-person team meetups each year. Our HQ is in Jersey, and our 80-person team is spread across the UK and US.
• This isn’t your average support role — and if your background is mostly phone-queue, script-driven, or “send a help-center link” support, this won’t be the right fit. Our customers expect fast, human, thoughtful answers written conversationally and with real ownership.
• You’ll be working in a high-volume, chat-first environment (100+ tickets per week), where you’re expected to investigate issues, replicate bugs, understand how the platform works, and keep customers updated—not just pass tickets to another team.
• You’ll operate in a consultative model, asking smart questions, guiding customers through workflows, and handling multi-step issues like mini-projects.
• We don’t operate on Level 1/2 queues. You’ll own issues end-to-end, managing escalations thoughtfully and keeping customer context across multi-day investigations.
• You should be technically curious, comfortable learning a deep SaaS product, and confident handling escalated or ambiguous cases end-to-end while staying calm under pressure.
• Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions.

About the Role

• Own customer tickets via Intercom (live chat + email), averaging 100+ per week, ensuring fast, context-aware responses.
• Respond to customers within 2 minutes on average via live chat—we move fast and pride ourselves on it
• Maintain fast close times while delivering personal, tailored support (no copy/paste macros or robotic replies)
• Investigate technical issues, replicate bugs, and escalate effectively — partnering closely with Engineering when needed.
• Help clients understand and adopt new features as they’re released
• Maintain our 98%+ positive CSAT rating
• Contribute to internal documentation and process improvements
• Stay composed and personable even when managing a high ticket load

Tech stack: Intercom, Linear, Google Suite, Slack, HubSpot. 

About You

• 2+ years of customer support experience in a live chat/email-heavy role, supporting a B2B SaaS product
• Experienced managing full ticket lifecycles — including escalations — and staying with an issue until resolution (not just handing off to Level 2/Engineering)
• Used to high-volume environments (100+ tickets/week) and comfortable balancing live chat with deeper investigative work
• Experience working in a startup or scale-up environment — you’re used to ambiguity, wearing multiple hats, and figuring things out quickly
• Clear, confident communicator — friendly but direct, able to simplify complex topics without losing accuracy
• You write like a human: clear, conversational, empathetic (no templates, no jargon, no robotic tone). Your personality shows in your writing.
• Technically curious and resourceful — comfortable digging into how things work, investigating odd behavior, reproducing issues, and partnering with engineering when needed (You don’t need to code, but you should enjoy figuring things out.)
• Highly organized, proactive, and able to prioritize in a fast-moving environment; you never lose track of an active ticket
• Product-minded — able to translate vague user language into product behaviors, workflows, and root causes
• Based in the US- EST only, with work authorization

💡 Huge bonus if you:

• Have experience troubleshooting integrations (HRIS, calendar, SSO, job boards)
• Are familiar with APIs, webhooks, CSS, or basic JSON concepts