Customer Support Analyst, Clariti

• 3+ years in a technical support capacity — you've diagnosed and resolved software issues, worked with logs or session data, and know how to systematically investigate a problem rather than just pass it along; experience in SaaS is strongly preferred
• A customer-first mindset — you're genuinely invested in making customers feel heard, supported, and set up for success
• Strong written and verbal communication skills — you can translate technical concepts clearly for non-technical audiences, and your responses leave customers with answers, not follow-up questions
• Comfort with ambiguity — you thrive in environments that are still being built, take initiative without waiting for a playbook, and are energized by the chance to help shape one
• Curiosity and resourcefulness — you're willing to say "I don't know, but I'll find out," and you follow through every time
• Attention to detail — you handle customer issues thoroughly and keep records accurate and up to date
• Collaborative spirit — you work well across teams, take feedback well, and know when to loop in the right people
• Familiarity with CRM and support tools — experience with Salesforce, Zendesk, or similar platforms is a plus; comfort learning new tools quickly is a must
• Familiarity with AI tools (ChatGPT, Claude, or similar) — you're comfortable using AI to work more efficiently, or you're actively curious about it and quick to adopt new technology when it helps you do your job better
• Hire will be expected to work 9am-5pm EST during their training period
• Will be expected to work a later shift based on business needs which will likely be 11am-7pm EST or 12pm-8pm EST

Desirable

• As a Customer Support Analyst at Clariti, you will be at the forefront of delivering exceptional service to our customers
• Your role focuses on ensuring a seamless and positive customer experience by troubleshooting technical issues, providing thoughtful solutions, and guiding customers through the effective use of our products
• Reporting to the General Manager - Mid Market, you will play a key role in maintaining and strengthening customer relationships, serving as a trusted resource for resolving support cases
• Beyond resolving issues, Customer Support Analysts are also responsible for educating and empowering customers
• Whether it's explaining product functionality, sharing best practices, or connecting customers with helpful resources, you'll help build customer confidence and enable them to get the most value from Clariti's software
• By combining technical expertise with a customer-first approach, you'll contribute to both customer success and the continued improvement of our products and support experience
• Be the first point of contact for inbound customer support requests — answering how-to questions, explaining product functionality, and providing walkthroughs or existing resources to help customers accomplish their goals
• Troubleshoot, investigate, and replicate customer-reported issues, and file well-documented bug reports with Engineering via JIRA when escalation is needed
• Connect with customers directly — whether through written correspondence or live video/voice calls — to work through more complex issues with care and clarity
• Advocate for customers by surfacing patterns and feedback to Product and Engineering teams, helping shape the direction of the platform
• Contribute to building and auditing customer-facing and internal resources, including knowledge base articles, Arcade walkthroughs, and self-service content — with real influence over what gets created
• Help customers through configuration and setup, deepening your own product knowledge in the process
• Work cross-functionally with Product, Engineering, and Design to resolve issues and improve the customer experience end-to-end
• Be part of building a support function that's still taking shape — there's a genuine opportunity here to help define processes, influence tooling decisions, and grow with the team
• Use a modern support stack including Salesforce, Zendesk (in progress), Slack, JIRA, Arcade, G-Suite, Sentry, Mailgun, and AI enablement tools like Claude