Senior Customer Support Specialist

Job not on LinkedIn

3 days ago

🦀 Maryland – Remote

Although this job is listed in Maryland, this company may be open to hiring remote in other states.

+1 more states

🦀 Maryland – Remote ☕ Washington – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

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Spill

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Wellness • SaaS • Enterprise

Spill is a company that provides comprehensive mental health support services for businesses, delivering therapy and mental health resources through a single platform. Its offerings include 1-to-1 video therapy sessions, mental health training, and tailored support for neurodiversity and life events like parenthood and bereavement. With seamless integrations into workplace tools and health insurance, Spill aims to improve employee well-being by making mental health support accessible, private, and easy to use. By focusing on high utilization rates and maintaining confidentiality, Spill helps employers effectively manage the mental health needs of their teams.

11 - 50 employees

Founded 2020

🧘 Wellness

☁️ SaaS

🏢 Enterprise

💰 Seed Round on 2021-01

📋 Description

• 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.

🎯 Requirements

• 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 • - Have partnered closely with Product or Engineering • - Have experience contributing to QA, testing, or internal documentation • - Enjoy digging into the technical “why,” not just the “how to fix it.”

🏖️ Benefits

• We want Pinpoint to be the **best place you’ve ever worked**—somewhere you feel valued, supported, and excited to grow. Here’s what you’ll get: • - 🩺 **Gold-plated healthcare** – The best medical, dental, and optical coverage money can buy. We’ve got you (and your family) covered • - 🏝️ **Unlimited holidays** – Work-life balance matters. Take the time you need to rest, recharge, and enjoy life • - 🧠 **Mental health support** – Unlimited, immediate access to professional counseling through Spill—because your well-being comes first • - 💰 **Retirement matching** – A competitive plan to help you hit your long-term financial goals • - 🌍 **Remote-first culture** – Work where you're most productive. As a remote-first team, we prioritize flexibility and trust • - 📈 **Meaningful equity** – You’re helping build something special, and you should share in its success • - 👶 **Generous parental leave** – Up to 16 weeks of fully paid leave to support new parents • - 📚 **Learning budget** – Annual funds for courses, books, or anything else that fuels your personal and professional growth • - 💻 **Top-of-the-line equipment** – MacBook Pro, 4K monitors, and all the right tools to do your best work • - 🤝 **A team that’s got your back** – Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow • **A detailed overview of our benefits can be found **here****.