puzzle.io - Customer Support Specialist

• As a Customer Support Specialist, you'll be on the front lines ensuring our customers get the seamless, high-quality experience they deserve. You'll work closely with Customer Success, Engineering, and Product to field technical questions, triage issues, and help us build out a support function that scales — all while deepening your own expertise in a fast-moving SaaS platform at the intersection of accounting and fintech. • This is a ground-floor opportunity. We've maintained a best-in-class customer satisfaction score without a dedicated support function — and now we're ready to build one properly. You'll define what great support looks like here: the processes, the knowledge base, the escalation playbook, and the tooling workflows. • This is an ideal role for someone who finds the support craft itself energizing — fast resolution, pattern recognition, documentation that scales — and wants to grow into product or technical support while learning the inner workings of a fast-scaling platform. • Accounting/bookkeeping experience is highly preferred. • 2–4 years of experience in a technical customer support, product specialist, QA, or customer-facing role at a SaaS or fintech company — ideally with exposure to accounting or finance workflows. • Strong written communicator — crisp, clear, and professional in async channels. You write responses customers actually want to read. • A fast learner with sharp pattern recognition — you naturally turn repeated questions into scalable documentation and can keep pace with a rapidly evolving platform. • A natural problem-solver with genuine curiosity; you're energized by ambiguous problems and excited to work in a fast-paced startup environment. • Comfortable with technical adjacency — you understand API basics, integration concepts, and can read error messages without needing an engineer to translate. • Skilled at translating technical details into clear, concise documentation that a range of audiences can act on. • Excellent collaborator with strong cross-functional communication skills; you enjoy working alongside engineers, product managers, and customer-facing teams. • Familiar with tools like Zendesk, Intercom, Pylon, Linear, Datadog, or Retool — or eager and quick to learn. • Accounting or bookkeeping experience is highly preferred.