Customer Support Specialist
Remote · USFull-timePosted todayStill listed today
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At a glance
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Job overview
Reacher is hiring a Customer Support Specialist to provide first-line support across in-app chat and VIP client channels. The specialist will resolve product issues, guide customers on platform features, and coordinate actionable bug reports with engineering. This high-ownership role also contributes to support processes, customer education, account-risk handoffs, and feedback to product and customer success.
Skills & qualifications
Skills
Qualifications
Full job description
The Role We’re hiring a Customer Support Specialist to be the first line of help for every Reacher customer. You’ll own the support queue across in-app chat and our VIP client channels (Slack, WhatsApp, Lark), resolving issues fast, teaching customers how to get the most out of the platform, and getting bugs into engineering’s hands with everything they need to fix them. This is a high-ownership role on a small team, so you’ll shape how support runs, not just work the queue. What You’ll Do
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Own first response across all channels, hitting a 1-minute weekday first-response target and ~30 minutes on weekends across ~100 to 150 tickets a week
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Troubleshoot and resolve product issues end to end (automations, outreach, sample approvals, GMV Max, Spark Codes, integrations, billing) without waiting on engineering where you don’t have to
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Keep the Pylon queue clean: max 30 open tickets per person, 24-hour follow-ups on tickets waiting on the customer, daily pipeline cleanup at shift start and end
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Reproduce bugs and file clear engineering tickets in Linear (shop, shop ID, contact, what’s happening, on which page), chase them internally across US and EU engineering hours, and close the loop with the customer
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Turn “the tool is broken” into “here’s how it works”: educate customers on features and best practices, and keep help-center articles and macros current so repeat questions get faster answers
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Spot frustrated or at-risk accounts, disputed charges and cancellation intent early and hand them to the CSM team with context
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Capture feature requests and friction patterns and feed them back to product and CS
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Cover VIP client channels with the same speed and care as the in-app queue
You’ll Be Successful If You
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Have 2+ years in customer support or a frontline client-facing role, ideally at a SaaS company
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Know TikTok Shop and its affiliate ecosystem, or can learn it fast; prior exposure to Seller Center or creator outreach tools is a plus
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Are a clear, calm writer who can de-escalate, explain, and keep a customer confident while an issue is being fixed
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Are technical enough to reproduce issues, read error states, and write a bug report an engineer can act on without a follow-up question
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Are disciplined about the queue: you don’t let tickets go stale and you follow through on every open thread
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Can work US or EU-overlap hours with some weekend coverage
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Thrive in a fast-paced startup where process is still being built and you’re expected to help build it
How this job compares
Set against the 4,085 open Customer Success jobs on Olive Jobs, counted November 5, 2026.
- Pay
- This postingNot listed
- US median$111–175K/yr2,950 salary ranges
- US median$29–36/hr219 hourly ranges
- Openings
- Olive Jobs lists 4,085 open Customer Success jobs across the US. 17% of them nationwide are listed as remote or flexible.
- Hiring the most across the US
- Oracle478 open
- Akamai Technologies, Inc.157 open
- UKG142 open
- Experience
- This posting asks for at least 2 years of experience — less than three in four Customer Success postings that state a minimum ask for (median 5 years, across 3,117 postings).
- Education
- 643 of the 4,085 open Customer Success jobs (16%) ask for a bachelor's degree or higher.
Counted across the open, public US postings on Olive Jobs on November 5, 2026. Pay medians are the middle values of the low ends and of the high ends of postings that list both ends of a range in the same cadence (a yearly salary or an hourly rate); a range's midpoint is halfway between its ends. Pay and experience figures resting on fewer than 20 postings are left out.
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