What are the responsibilities and job description for the Customer Support Specialist position at Formstack?
*This is a hybrid position in Denver, Colorado*
What You Will Do:
The Customer Support Specialist, Tier 1, will be among the first line of support for our Document and Sign customers. As the first point of contact for our customers, you will play a vital role in ensuring they receive prompt, professional, and effective support. You will manage incoming inquiries via email, and phone, addressing a variety of customer needs and troubleshooting issues. For more complex or technical cases, you will collaborate with Tier 2 support to ensure timely resolutions.
In alignment with our commitment to inclusivity, you will assist customers from diverse linguistic and cultural backgrounds, including those with limited English proficiency. By utilizing translation tools and resources, you will ensure all customers feel valued and understood, regardless of language barriers.
You will also work closely with internal teams to address support requests through platforms such as Slack, contribute to product development by relaying customer insights, and assist in creating or updating product documentation. Maintaining an up-to-date and comprehensive knowledge base will be a key part of ensuring consistent and exceptional support delivery.
What We Are Looking For:
1–2 years of experience in Customer Support or Service, preferably in a SaaS environment.
A basic understanding of:
Customer service tools (e.g., Service Cloud).
APIs and webhooks.
Strong communication, problem-solving, and interpersonal skills.
Proactive and resourceful with a willingness to learn and grow.
Excellent time-management skills and adaptability to changing priorities.
Flexibility to work weekends, holidays, and late shifts as needed.
How You Will Succeed:
Develop a comprehensive understanding of our products and services in a timely manner.
Provide effective and efficient resolutions to customer inquiries while maintaining a high level of customer satisfaction.
Exhibit outstanding written and verbal communication skills tailored to a diverse customer base.
Collaborate with your team to meet and exceed customer support performance targets.
Accurately document customer interactions and feedback to support continuous process improvements.
Bonus Points
Knowledge/experience in the following:
Online Document and or Electronic Signatures
Basic programming (HTML, CSS, JavaScript)
Experience contributing to the build out and maintenance of both internal and external knowledge bases.
SaaS experience
This is a full-time position based in our Denver office, with an expectation to be in the office 3 days per week.
\nSalary : $45,000 - $50,000
