About the Role

CrewBloom is hiring a remote Tier II Customer Support Specialist to assist with a SaaS facilities management platform serving multi-location brands and service vendors. This role functions as an escalation point, requiring a proactive individual capable of resolving complex technical challenges. You will act as a bridge between frontline support and engineering, ensuring high customer satisfaction, identifying platform trends, improving internal processes, and maintaining service level agreements as the company scales.

Requirements

• Applicants should have at least two years of experience in a technical customer support role, with a minimum of one year specifically dedicated to handling escalated or Tier II issues.
• Proficiency with industry-standard support and ticketing tools such as Zendesk, Intercom, or Freshdesk is required, alongside experience using Jira for bug tracking.
• Candidates must possess excellent written and verbal English communication skills and be comfortable engaging in live calls with customers in the United States.
• A strong working knowledge of Excel or Google Sheets for data tasks is essential, as is a detail-oriented approach to managing a queue of open escalations.
• The role requires a candidate who remains calm under pressure and can explain technical concepts in plain language.
• Familiarity with facilities management or field service software, as well as basic knowledge of SQL, APIs, or integration troubleshooting, is highly preferred.
• Reliable high-speed internet, a quiet workspace, and backup power or connectivity options are also necessary to succeed in this remote position.

Responsibilities

• The Customer Support Specialist will manage escalated tickets from Tier I through email, phone, and chat, maintaining ownership until resolution.
• You will be responsible for diagnosing complex issues related to work orders, user permissions, invoicing, and vendor assignments, as well as reproducing problems to identify root causes.
• A primary aspect of the role involves writing clear, detailed Jira tickets for the engineering team that include necessary screenshots, steps for reproduction, and assessments of business impact.
• You will also handle account configuration changes, bulk data updates, and user or location setups while ensuring all actions align with established service level agreements.
• Furthermore, the specialist will coach Tier I team members by reviewing difficult tickets and sharing solutions, while simultaneously identifying trends to provide feedback to the Customer Success, Product, and Engineering departments.
• Additional duties include creating and updating help articles, FAQs, and internal troubleshooting playbooks to continuously improve the knowledge base.