Customer Support Specialist (SaaS)

ShareCal is an AI-native startup transforming how enterprises manage their most important asset: employee time.

We’re an early-stage company that is profitable and growing quickly. It's an exciting time to join our team — In under a year, we’ve scaled to 7-figure ARR, with happy customers that include Fortune 500s and the world’s largest professional services firms.

We’re looking for a Senior Customer Support Specialist who loves talking to users, solving problems, and turning feedback into real product improvements. This is a unique opportunity to shape and help build out our customer experience and support functions at a pivotal time for the company. We deeply understand that a quality support team is key to this success.

About the Role

• Location: Fully remote

• Hours: Core coverage from 5:00 am ET – 2:00 pm ET, with flexibility to be responsive outside of hours for occasional ad hoc customer requests

• Compensation: $65,000 - $90,000

As a Customer Support Specialist, your primary task will be to answer questions and respond to issues reported by customers over email, Teams, and Slack. You will also be asked to provide video (Zoom/Teams) support where required.

This is not a “ticket-only” support role, and we are not in the business of delivering robotic AI replies. Our goal is to "go beyond the question" to provide delightful customer experiences and maximize customer retention. Beyond answering customer questions, you’ll also be involved in onboarding users, driving exciting new customer experience initiatives, and improving our current processes.

What You’ll Do

As a small company, we all wear more than one hat. If you’re someone who prefers to stay in your lane and within your comfort zone, this type of role is not one you’re going to enjoy.

Here are some of the key parts of the role:

• Own customer support conversations

  • Respond to customer support requests across channels

  • Jump on live calls with customers to troubleshoot issues, explain workflows, and ensure they feel heard and supported

• Build and improve documentation and training content

  • Create, maintain, and continuously improve user documentation, FAQs, and internal support resources

  • Turn recurring questions into clear, scalable self-serve content

  • Create training videos and webinars

• Influence the product

  • Identify patterns in customer feedback and recommend product improvements

  • Work closely with product and engineering to advocate for user needs

• Grow with the company

  • Take on increasing ownership as we scale

  • Help shape what “great support” looks like at this company

This role does not require that you know how to code, and there will be no coding involved. However, it does require that you be technically minded enough to troubleshoot issues independently.

What We’re Looking For

In this role, you must take complete ownership of your assigned projects and customers. You will be given all of the tools and support to be successful without being told what to do every step of the way. If you find this appealing, then this may be the perfect position for you.

Here’s what an ideal candidate looks like:

• Exceptional communicator and fully conversant with the English language (both written and verbal) — you’re comfortable explaining things clearly on calls and in writing, and you demonstrate friendliness and empathy when conversing with customers and other people

• Empathy and curiosity about users and their problems

• Strong problem-solving skills — you’re comfortable diving into ambiguous issues, tracing problems to their root cause, and figuring things out without a playbook

• Comfort working in a fast-moving, sometimes ambiguous startup environment

• Proactive mindset — you don’t just flag problems, you suggest solutions

• Strong appetite to grow, expand responsibilities, and evolve your role over time

• Proven and extensive experience in a team-based customer support or customer success role for a software startup

Why Join Us

• Real ownership and impact from day one

• Direct influence on product direction and customer experience

• Opportunity to grow into broader roles in support, product, operations, or customer success

• Fully remote, early-stage team with a strong bias toward trust and autonomy

ShareCal asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact ShareCal directly.