What are the responsibilities and job description for the Customer Support Specialist position at WarrantyHub?
Customer Support Specialist
Location: Eagle, ID – Hybrid
Status: Full-time, Salaried
Hours: 8:00 AM – 5:00 PM, Monday – Friday
Benefits: Healthcare coverage, PTO
About WarrantyHub
WarrantyHub is a technology company transforming how businesses manage warranties. Our automated warranty management software and analytics platform help companies streamline operations, improve customer satisfaction, and make data-driven decisions.
About the Role
We’re seeking a Customer Support Specialist who is passionate about delivering exceptional support and building strong customer relationships. This role blends hands-on customer service, onboarding, and continuous improvement initiatives; ideal for someone who thrives in a collaborative SaaS environment and enjoys problem-solving.
As the first point of contact for our customers, you’ll ensure fast, accurate, and friendly support while contributing to the growth of our help center and onboarding processes. You’ll also work closely with internal teams to enhance documentation, internal workflows, and the overall customer experience.
Why You’ll Love Working Here
- Hybrid work model for flexibility and work-life balance.
- Opportunity to grow your skills in a collaborative, fast-paced SaaS environment.
- Meaningful work helping customers succeed and contributing to company growth.
Key Responsibilities
Customer Support & Communication
- Manage the support queue (via phone and email), maintaining an 80% first-response rate within one hour.
- Respond to inquiries with empathy, accuracy, and focus on resolution.
- Track and escalate technical issues, ensuring company visibility.
- Serve as a trusted account contact, following up on open issues, and ensuring ongoing customer satisfaction.
- Help onboard new clients, ensuring a smooth setup and positive first experience.
- Collaborate cross-functionally with product, development, sales, and account management teams to ensure seamless customer transitions.
Content & Continuous Improvement
- Help build and maintain help center content, including FAQs, guides, and documentation.
- Identify recurring issues and recommend updates to reduce support volume.
- Contribute ideas to improve the customer journey, streamline communication, and optimize internal workflows.
What You’ll Bring to WarrantyHub
- Strong communication and writing skills; ability to explain complex issues clearly.
- Passion for customer experience and continuous personal growth.
- Technical aptitude for troubleshooting and learning new systems.
- Previous experience in SaaS customer support is strongly preferred.
- Highly motivated, detail-oriented, and proactive in solving open-ended problems.
Core Requirements
- Experience in SaaS customer support.
- Commitment to delivering top-tier customer experience.
- Technical aptitude for system troubleshooting.
- Excellent written and verbal communication skills.
- Experience with ticketing and/or project management tools.
- Strong attention to detail and time management in a fast-paced environment.
- Prefer familiarity with Slack, Jira, and GSuite.