Customer Support Specialist

About Responsive

Responsive, formerly RFPIO, is the market leader in a growing category of SaaS solutions called Strategic Response Management. More than 2,000 customers, including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom, are using the Responsive platform to manage business critical responses -including bids, questionnaires, assessments, and trust centers - that impact nearly half of a company's revenue. More than 35% of cloud SaaS leaders and more than 20 of the Fortune 100 standardize on Responsive, and the company has been voted "best in class" by G2 for 24 quarters straight. Customers have used Responsive to close more than $750B in transactions to-date. To learn more, visit responsive.io.

About the Role

REMOTE IN PORTLAND OR; DALLAS TX; KANSAS CITY MO

The Customer Support team is responsible for delivering timely, high-quality assistance to customers while ensuring an exceptional support experience across all customer touch-points. This role requires strong troubleshooting abilities, technical aptitude, and excellent communication skills to support SaaS-based products and integrations while maintaining SLA and CSAT targets.

The ideal candidate will be customer-focused, proactive, and capable of collaborating with cross-functional teams to resolve customer issues efficiently.

Essential Functions

• Handle customer support cases, chats, email inquiries, and on-call support activities
• Troubleshoot customer-reported issues related to APIs, integrations, and SaaS products
• Respond to customer inquiries within defined SLA timelines, including First Response Time (FRT) and Resolution Time
• Maintain high customer satisfaction (CSAT) and quality standards
• Provide timely, professional, and clear communication to customers
• Escalate critical and blocker issues with detailed analysis and documentation
• Collaborate with Engineering, Product, Customer Success, and internal stakeholders to resolve complex customer issues
• Participate in war rooms and high-priority issue management when required
• Document issues, troubleshooting steps, and resolutions to improve internal knowledge bases and support documentation
• Identify recurring customer issues and provide recommendations for process and product improvements

Knowledge & Skills

• Excellent verbal and written communication skills
• Strong stakeholder management skills
• Experience supporting SaaS products or enterprise applications
• Strong troubleshooting and critical-thinking abilities
• Experience handling chat, email, and on-call support
• Experience with ticketing platforms such as Zendesk, DevRev, or similar tools
• SQL Knowledge
• Java
• Networking knowledge
• API troubleshooting and integrations experience

Qualifications

• 3–5 years of experience in Customer Support, Technical Support, or related roles
• Experience supporting SaaS or enterprise software products
• Proven experience managing customer escalations and SLA-driven workflows
• Prior experience collaborating with Engineering and Product teams for issue resolution

Additional Information

What we offer:

Responsive uses a market-based compensation philosophy. A candidate’s starting base salary will be determined by the specific responsibilities of the role, as well as job-related skills, experience, qualifications, location, and current market trends. For this position, the base salary range is $75,000–$85,000. Our recruiting team will provide details on the applicable range based on your location during the hiring process. Please note that this range covers base salary only and does not include bonuses, equity, or benefits.

Responsive embraces a global flexible workforce model with offices in Dallas, TX, Kansas City, MO, Coimbatore, India and Dublin, Ireland. For this role, candidates located in Dallas, TX will be given priority consideration.

In addition to a competitive compensation package, Responsive also offers the following benefits:

📈 401k with company matching

📚 Unlimited professional development and ongoing learning through LinkedIn Learning Solutions

🏝 4 weeks of paid vacation, paid sick days, dedicated paid COVID days, and paid bereavement

✈ 4 week sabbatical after 5 years of service

🍀 Mental Wellness Program (EAP) to support your well-being and self-care

🍹 Team events, such as happy hours, off-sites, and team building events

❤️ Best-in-class health benefits, company paid for employee and company contribution for family coverage

Our Values:

Delight customers

We’re lucky to partner with the world’s biggest brands and best customers. They all play an integral role in mapping our future. When it comes to listening and solving their biggest challenges, we’re Responsive.

Be agile & nimble

At Responsive, our people, products and processes are constantly evolving. Our simple formula is to be agile and nimble. We’re not afraid to try something new or pivot when we see a better solution.

Get it done

Whether it’s adding a new feature, onboarding a new customer, or crafting a solution that adds extra value — we’re all motivated to get it done. GID is one of our core tenets and impacts everything we do.

Give back time

Efficiency is central to our company spirit, because finding ways to focus on what’s most important is essential to our innovation. We also truly care about what really matters to our customers and teams.

S4

We have a simple saying, “If you see something, you say something (S4).” At Responsive, we celebrate people who are critical, thoughtful thinkers who just want to make things better. Here, your input matters.

At Responsive, our values are the foundation of who we are—and we’re equally committed to cultivating a diverse and inclusive culture that reflects and respects the richness of our global community. We welcome individuals of all backgrounds, including different cultures, ethnicities, ages, races, national origins, genders, sexual orientations, religions, and abilities, to apply for our open roles. If you share our commitment to an inclusive workplace and believe you’d thrive on our team, we’d love to hear from you!