[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Triple Whale is the AI operating system built for modern ecommerce. As a Customer Support Specialist, you'll assist DTC brands in utilizing the platform effectively, answering their technical inquiries and ensuring they achieve their desired outcomes.ResponsibilitiesRespond to customers across live chat and email support, owning every conversation from first contact through resolution with the kind of communication and follow-through customers rememberUnderstand the customer's outcome, not just their question. Get curious about what they're actually trying to do - measure ad efficiency, validate attribution, launch a new channel, trust the data again, and make sure your answer helps them get thereBe deeply fluent in Triple Whale, the ecommerce stack our customers live in, and the attribution, marketing-data, and AI workflows that drive their decisions. Keep leveling up - on the product, on DTC, and on emerging measurement and AI trendsInvestigate and troubleshoot technical and platform issues across pixel, integrations, reporting, Moby, and beyond. Know when a customer needs education, guidance, a configuration change, a bug filed, or an escalation - and write the kind of reproduction steps Engineering can act onUse Moby as your copilot. This is an AI-first support team. You'll partner with Moby to investigate, retrieve, draft, and resolve - and your work helps make Moby more useful for the next customerCoach customers on how to get more from the platform - best practices, use cases, and workflows that move them toward their goals, especially when something urgent is on the lineShare what you're seeing. Surface trends, customer feedback, and friction points to Product, Engineering, and CS so we can keep improving the experienceHelp the next customer. Contribute to the knowledge base, internal runbooks, and Moby context - so what you learned today helps someone tomorrowSkills2+ years of experience in customer support, technical support, customer success, solutions, or another client-facing technical role - ideally in SaaS, martech, analytics, or ecommerceA technical mind. You don't need a CS degree, but you're comfortable in data, you can reason about data, you can read an API response without panicking, and you're curious about how systems workSQL fluency, familiarity with pixels/server-side tracking, or experience debugging ad-platform integrations is a strong plusAn investigative, problem-solving mindset. You don't stop at 'the error says X.' You want to know why - and you're comfortable reaching for AI tools to move fasterA real interest in customer outcomes. You care about what the customer is trying to accomplish in their business, not just what they typed in chatExceptional written and verbal communication. You can explain attribution to a marketer, a bug to an engineer, and a workaround to a busy operator, in language that fits eachA customer-first instinct paired with the judgment to recommend what'll actually serve the customer bestComfort learning quickly in a fast-moving AI-native product - we ship constantly, and you'll need to learn at the speed of the platformThe ability to prioritize across competing customer needs in a high-volume environmentFamiliarity with Intercom, HubSpot, Jira, or similar support and ticketing platforms is a plusCompany OverviewTriple Whale is the eCommerce operating system for Shopify brands. It was founded in 2021, and is headquartered in Columbus, Ohio, USA, with a workforce of 51-200 employees. Its website is https://www.triplewhale.com/.