[Remote] Customer Success Specialist - Tech Support

Note: The job is a remote job and is open to candidates in USA. LeadingReach is a company focused on providing a SaaS platform for customer success. They are seeking a Customer Success Specialist - Tech Support who will provide technical support, onboarding assistance, and troubleshooting for customers, while working closely with internal teams to improve the customer experience.ResponsibilitiesProvide timely, high-quality technical support via tickets, chat, and callsTroubleshoot product issues and guide customers through resolutionsSupport new customer onboarding and basic product trainingUse Zoho CRM (and related tools) to document cases, activities, and follow-upsEscalate complex issues and collaborate with Product and Engineering teamsAct as the voice of the customer by sharing trends and feedback internallyHelp ensure support requests meet service-level expectations (SLAs)Comfortably work with AI-assisted platforms and tools, applying good judgment to identify when human review or escalation is appropriateContribute to internal documentation and customer-facing help resourcesSkills2+ years of experience in customer success, technical support, or a related roleExperience supporting SaaS or cloud-based software productsComfort working in CRM and support ticketing systems (Zoho CRM experience is a plus)Strong communication skills and the ability to explain technical concepts clearlyOrganized, detail-oriented, and able to manage multiple requests at onceA collaborative mindset and willingness to learn and growBenefits100% Remote, must be based in the U.SStartup environment within a stable, industry-leading company20 days PTO, 6 paid mental health days, plus paid holidaysCompany-sponsored health, vision and dental benefitsMatching 401k with no vesting periodRemote work and cell phone stipendFlexible schedule that emphasizes a collaborative team synergy with personal accountabilityRegular company (often themed) events: virtual happy hours, our annual company holiday party, group game nights and other fun team eventsCompany OverviewThe Network Where Healthcare Connects. We're all patients. And we believe healthcare works better when it's connected. It was founded in 2013, and is headquartered in Austin, Texas, US, with a workforce of 51-200 employees. Its website is http://www.leadingreach.com/.