Support Specialist, MoeGo

• This role is ideal for someone with SaaS support experience who enjoys problem-solving, managing a high volume of requests, and continuously improving the customer experience
• 1–3+ years of experience in a customer support role, ideally in a SaaS or technology environment
• Experience supporting customers via a ticketing system and/or live chat
• Typing speed of 80 words per minute (WPM) or higher
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication skills
• Ability to explain technical concepts clearly to non-technical users
• Comfort managing multiple priorities in a fast-paced environment
• Customer-first mindset with strong ownership and accountability

Desirable

• As a Support Specialist I, you’ll be a key member of MoeGo’s Customer Support team, helping customers successfully use our platform by delivering timely, empathetic, and effective support. You’ll manage customer inquiries independently, troubleshoot moderately complex product issues, and ensure each interaction leaves customers feeling confident and supported
• Manage customer support requests end-to-end across channels such as ticketing systems, live chat, and phone (as applicable)
• Troubleshoot and resolve common to moderately complex product issues independently
• Provide clear, friendly, and professional communication tailored to each customer’s needs
• Meet or exceed support performance metrics including response time, resolution time, and customer satisfaction (CSAT)
• Prioritize and manage a high volume of tickets while maintaining accuracy and quality
• Document resolutions thoroughly, ensuring proper categorization and clear notes
• Identify recurring customer issues and suggest improvements to workflows, tooling, or documentation
• Create or update knowledge base articles to improve self-service and team efficiency
• Collaborate with Engineering, Product, and Customer Success teams when escalation or coordination is needed
• Support newer team members by sharing knowledge and best practices as you grow in the role
• Reports to: Head of Support