L1 Customer Support Representative

🕒 May 9

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Bloom Equity Partners

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

💸 Finance

🤝 B2B

Finance • B2B

Bloom Equity Partners is a private investment firm that leverages decades of investing and operating experience to unlock transformational growth in operating businesses globally. The firm focuses exclusively on lower-middle market technology, software, and technology-enabled services, providing growth capital and majority-control investments to management-led teams. Bloom pairs flexible capital with proprietary operating playbooks and specialized operational resources to help portfolio companies scale, pursue accretive M&A, and achieve market leadership, primarily across North America, Western Europe, and Australia/New Zealand.

📋 Description

• Triage and resolve omni-channel support requests (email, portal, chat, phone) against SLAs • Leverage the knowledge base, documentation, and internal tooling to deliver fast, relevant, and accurate responses • Escalate complex issues with complete context so downstream teams can move quickly • Draft, edit, and maintain knowledge base articles, FAQs, and how-to content • Identify patterns, process gaps, and automation opportunities—and help implement them • Partner with the Support Leader on projects that improve first line support and the overall customer experience • Collaborate cross-functionally with Implementations, Training, Customer Success, Product, and Engineering

🎯 Requirements

• 1–3+ years in a customer-facing support, service, or success role (SaaS or technology environments preferred) • Curiosity, detail orientation, and a solutions mindset—reaches for the docs and the logs before reaching for an escalation • Positive, customer-first attitude with excellent written and verbal communication skills • Systems thinker—sees beyond a single ticket to identify patterns, process improvements, and automation opportunities • Comfort with ticketing systems, knowledge bases, and modern SaaS applications • Self-starter who can work independently in a remote environment • Preferred (Not Required) Bachelor's degree in a related field (Information Science, Library Science, Computer Science, Communications, Business, or similar) • Experience authoring knowledge base / help center content • Exposure to workflow automation, macros, chatbots, or low-code tools • Familiarity with APIs, integrations, SSO, or browser-based troubleshooting • Prior support experience with library, archive, knowledge management, or information management systems

🏖️ Benefits

• Clear growth pathway into specialized technical support, implementations, training, and customer success roles • Collaborate with a leadership team backed by experienced private equity partners committed to global expansion