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.

Responsibilities

• Respond 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 remember
• Understand 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 there
• Be 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 trends
• Investigate 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 on
• Use 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 customer
• Coach 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 line
• Share what you're seeing. Surface trends, customer feedback, and friction points to Product, Engineering, and CS so we can keep improving the experience
• Help the next customer. Contribute to the knowledge base, internal runbooks, and Moby context - so what you learned today helps someone tomorrow

Skills

• 2+ years of experience in customer support, technical support, customer success, solutions, or another client-facing technical role - ideally in SaaS, martech, analytics, or ecommerce
• A 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 work
• SQL fluency, familiarity with pixels/server-side tracking, or experience debugging ad-platform integrations is a strong plus
• An 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 faster
• A real interest in customer outcomes. You care about what the customer is trying to accomplish in their business, not just what they typed in chat
• Exceptional 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 each
• A customer-first instinct paired with the judgment to recommend what'll actually serve the customer best
• Comfort learning quickly in a fast-moving AI-native product - we ship constantly, and you'll need to learn at the speed of the platform
• The ability to prioritize across competing customer needs in a high-volume environment
• Familiarity with Intercom, HubSpot, Jira, or similar support and ticketing platforms is a plus

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