Customer Support Specialist

Job Description

About The Role We are looking for a senior, proactive, and detail-oriented Customer Support Specialist to join our team and drive our customer success efforts. This is not a ticket-queue role. At CDS, customer support means being a product expert, a technical investigator, a documentation owner, and a customer advocate — all at once.In this role, you will be at the heart of delivering exceptional customer experiences, improving operational processes, and ensuring our software meets the highest standards through quality assurance testing. You will be the primary point of contact for our customers, responsible for delivering exceptional support via video call and email. More importantly, you will own the full lifecycle of every issue: triaging it, investigating whether it is user error or a genuine software bug, writing it up clearly for our engineering team, and ensuring it reaches resolution. The best candidate for this role is someone who gets genuinely curious when something doesn't work — who wants to understand why, not just close the ticket. A passion for understanding the customer problem and a dedication to seeing challenges through to completion are essential. About The Company City Data Services (CDS) provides software for US governments. We help them manage housing grants and loans to agencies focused on affordable housing and public services projects. We have served counties and cities in California for 18 years and pride ourselves on a high quality of service that is catered to customer needs. Our software allows government funding to more effectively help those most in need. We are currently preparing for growth. This is an exciting time to join a talented team where your contributions will be visible and impactful. Why Work Here Fully remote with a fun, collaborative, and talented team Competitive salary Join at an exciting inflection point — product redesign and growth phase There is considerable growth potential, with great candidates expected to take on a leading role within the Customer Success team Work with meaningful software that helps direct public funding to those who need it most What You’ll Do Your responsibilities will span four core areas: Customer Support \& Communication Serve as primary contact for customers via email and video call Lead training sessions for new and existing users Handle customer questions with patience, clarity, and genuine care for their success Bug Triage \& Technical Investigation Investigate reported issues to determine whether they are user error or actual software bugs before escalating to engineering Reproduce reported issues methodically and document findings clearly Write well-structured, actionable bug tickets that give engineers the context they need — and protect them from false escalations Follow up on open tickets and communicate resolution timelines back to customers Documentation \& Training Content Write and maintain SOPs, help articles, and internal process documentation Create training videos and walkthroughs for common workflows Keep documentation current as the product evolves Operational \& Team Support Identify patterns in support requests and surface product improvement suggestions Pitch in on operational tasks as needed, such as quality assurance Quality Assurance Testing We rely on our Customer Support Specialist to be a key part of the QA process. You will have deep knowledge of how customers use the software, which makes you uniquely qualified to catch issues before they reach production. Test new features and releases against defined acceptance criteria before they go live Write and maintain test cases and checklists for core user workflows Document bugs found during QA with clear reproduction steps and severity assessments Perform regression testing to verify that bug fixes don’t introduce new issues Collaborate with engineering to clarify requirements and flag edge cases before development begins Required Experience 3\+ years of customer support experience, ideally at a SaaS or software company Comfortable leading calls and training sessions with US or European customers Comfortable handling customer interactions via email and video call Proven experience handling operational or virtual assistance tasks Quality assurance Completing business documentation Defining and documenting business processes Strong organizational skills and high attention to detail Fluent, professional English — written and spoken Nice to Have Experience with software clients Experience creating training videos or screencasts (e.g., Tella) Prior experience in a CS lead or senior support role What We’re Really Looking For Beyond the resume, we want someone who: Gets curious when something doesn’t work — and investigates before escalating Writes clearly and precisely, whether to a customer or an engineer Takes ownership end-to-end: a problem is not "done" until the customer confirms it’s resolved Is comfortable working independently in a remote, async-first environment Brings energy and initiative to a team where your work is noticed By submitting this application, I agree that my personal data will be collected, processed, and retained by the company solely for the purposes of managing and assessing my candidacy.