Customer Support Specialist

Customer Support Specialist (Founding Team)

Department:

The Role

We are building a brand-new, strategic Customer Support organization. As a founding member, you won’t just process tickets—you will act as the heartbeat of our customer experience. You will own complex platform and campaign issues from intake to resolution, partnering closely with Product, Engineering, and Customer Success to deliver world-class solutions to our enterprise clients.

What You’ll Do

• Own the Resolution:

  Manage complex technical and operational customer inquiries from initial intake to successful resolution.

• Investigate & Troubleshoot:

  Deep-dive into Joveo’s platform to resolve campaign delivery issues, reporting discrepancies, and integration bugs.

• Strategically Escalate:

  Triage and seamlessly escalate systemic issues to Engineering and Product, providing clear, reproducible steps.

• Build the Foundation:

  Identify recurring pain points and author Help Center articles and internal SOPs to drive customer self-service and team efficiency.

What You Bring

• Experience:

  2+ years of Customer Support or Technical Support experience in a complex B2B SaaS environment.

• Communication:

  Flawless written and verbal skills; ability to translate complex technical concepts into empathetic, clear language.

• Analytical Problem Solving:

  You don’t just look for quick fixes; you ask “why” to uncover root causes. Familiarity with APIs, XML, or basic data analysis (Excel/Sheets) is a massive plus.

• Tech Stack:

  Proficiency in enterprise ticketing and bug-tracking systems (e.g., Zendesk, Jira, Salesforce Service Cloud).

Success Metrics

You will be measured on maintaining a 95%+ CSAT score, consistently hitting SLA targets (Time to First Response and Resolution Time), and contributing to our knowledge base.

About Joveo

As the global leader in AI-powered recruitment marketing, we are transforming talent attraction and recruitment media buying for the world’s largest and smartest employers, staffing businesses, RPOs, and recruitment advertising agencies.

The Joveo platform enables businesses to attract, source, engage, and hire the most relevant candidates on time, within their budget. Powering millions of jobs every day, our data-driven recruitment marketing platform uses advanced data science and machine learning to dynamically manage and optimize talent sourcing and applications across all online channels while providing real-time insights at every step of the job seeker journey, from click to hire.

Joveo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. For more information, visit www.joveo.com