Location: Remote - PST or MST preferred - or working PST hours
Spark Membership is looking for a Support Specialist to help resolve complex, often technical customer issues and strengthen the support experience across our team. This role goes beyond account and billing questions. You'll be digging into product behavior, reproducing and validating bugs, and working closely with Engineering to get issues resolved. You'll also serve as a knowledgeable resource for other agents and BPO partners working frontline tickets, and help keep our Knowledge Base accurate and useful for customers.
The ideal candidate is customer-focused, analytical, and solutions-oriented, with a strong sense of ownership over the issues they take on. This is a hands-on role in a growing company. We're looking for someone who doesn't just solve the problem in front of them, but looks for ways to prevent it from happening again. The right person is proactive, curious, comfortable with change, and motivated to make an impact.
What You'll Do
- Resolve escalated customer issues involving account setup, billing, and other complex support questions
- Troubleshoot technical issues by investigating product behavior, identifying root cause, and determining whether an issue is user error, a configuration problem, or a genuine bug
- Validate reported bugs: reproduce the issue, gather relevant technical detail (steps to reproduce, logs, environment specifics), and confirm it's a genuine defect before escalating to Engineering
- Take ownership of customer issues and work toward timely, accurate, and thoughtful resolutions
- Identify customer satisfaction and retention risks and take appropriate action to address them
- Provide live-chat support via Intercom
- Support other support agents with troubleshooting, product knowledge, and guidance on complex issues
- Write and maintain customer-facing Knowledge Base articles, translating technical or complex topics into clear, easy-to-follow guidance
- Identify gaps or outdated content in the Knowledge Base and support processes, and recommend improvements
- Synthesize recurring customer feedback and support trends into clear, actionable insights for Product and other teams
- Help ensure escalations include clear context, troubleshooting history, and relevant technical detail for efficient resolution
- Collaborate with Engineering, Product, Payments, Onboarding, and other teams to investigate and resolve customer issues
- Review AI-assisted support interactions to identify recurring issues and opportunities to improve customer outcomes
- Support communication during system outages or incidents and help keep other teams informed
How Success Is Measured
- Customer satisfaction score
- Customer retention
- Quality and accuracy of issue resolution, including technical troubleshooting
- Quality of bug validation and reporting
- Quality and clarity of Knowledge Base content produced
- Effective escalation and case management
- Reduction in repeat issues and escalations
What We're Looking For
- 3+ years of experience in customer support, technical support, customer success, or a related customer-facing role
- Strong technical troubleshooting and problem-solving skills
- Comfortable investigating product behavior, reading logs, or working through technical detail to isolate an issue
- Excellent written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical customers
- Ability to handle complex or sensitive customer situations with patience and professionalism
- Strong attention to detail, organization, and follow-through
- Experience with CRM, ticketing, or customer support platforms (Intercom experience a plus)
- Sound judgment when determining whether to resolve, escalate, or route an issue
- Comfortable collaborating across internal teams
Nice to Have
- Experience in SaaS, membership, fitness, wellness, or subscription-based businesses
- Experience writing or maintaining customer-facing help center / knowledge base content
- Experience supporting or partnering with outsourced or third-party support teams
- Experience with support automation or AI-powered support tools
- Experience using customer feedback or support data to identify trends and improve processes