If you like being the calm, competent first line of help and you also enjoy building the “how-to” system that prevents repeat fires, this role sits right in that sweet spot. You’ll handle support tickets across tiers, but you’ll also help customers learn the platform through docs, onboarding workflows, and live trainings.
About WinRed
WinRed is hiring a frontline Customer Support Specialist who supports customers day-to-day while also strengthening onboarding, documentation, and customer education so users can succeed faster.
Schedule
- Remote
- Rotating coverage for support roles (including onboarding/offboarding and platform-specific coverage)
- Regular webinar cadence (weekly + bi-weekly)
What You’ll Do
- Respond to customer inquiries via Intercom and email
- Triage and resolve Tier 1–Tier 4 support issues
- Escalate technical issues to internal teams and track through resolution
- Communicate timelines, next steps, and outcomes clearly to customers
- Support onboarding and offboarding workflows on a rotating schedule
- Help users with setup, configuration, feature usage, and best practices
- Create, edit, and maintain customer-facing documentation in Intercom
- Document new features pre-deployment with Product and Engineering
- Update articles as the product evolves, keeping standards tight and consistent
- Support go-to-market launches by drafting docs and updating feature summaries
- Host/support live webinars: weekly “Getting Started” + bi-weekly advanced trainings
- Help schedule webinars in Zoom and maintain registration links/landing pages
- Assist with support performance reporting and customer comms accuracy
- Support ad-hoc customer experience and education projects
What You Need
- 1–3 years in customer support, customer success, or client services
- Strong written and verbal communication
- Experience with Intercom or similar support tools
- Able to explain technical concepts to non-technical users
- Highly organized, detail-oriented, and comfortable in a fast-paced environment
Nice to Have
- SaaS/tech platform experience
- Knowledge base or customer documentation experience
- Webinar/training/customer education exposure
- Experience collaborating with Product/Engineering teams
Benefits
- Healthcare
- Dental & vision coverage with HSA option
- 401(k) with company contribution
- Unlimited PTO
- 3 months paid maternity & paternity
- Company laptop
- Noise-cancelling headphones
- WFH equipment stipend
- Digital news subscription
Happy Hunting,
~Two Chicks…