Customer Support Specialist (SaaS Environment)

Who We’re Looking For

We help researchers focus on insights—not clunky software. Our intuitive qualitative analysis tools support PhD students, educators, administrators, and government researchers in turning complex data into meaningful discoveries. We take our mission seriously because great research deserves great tools—and great support.

We’re looking for someone to manage customer chats (10-50 per day) through Intercom while maintaining and improving our AI-powered knowledge base. Our AI handles the first response, but you’ll step in when deep product knowledge and human insight are needed. You’ll refine help articles, suggest new ones, and ensure that every response is clear, accurate, and truly helpful.

This role is more than just answering questions—it’s about being a thoughtful, compassionate guide for researchers who rely on our company for their work. You’ll work closely with our founding team, shaping how we support our users and influencing product improvements. If you’re curious, detail-oriented, and passionate about helping people, we’d love to hear from you.

Responsibilities

Knowledge Base Management

1. Maintain and update Intercom help articles for accuracy and clarity.
2. Write new articles for product updates and common questions.
3. Collaborate with the product team to add text, images, and video to articles.
4. Optimize articles for AI readability to improve automated support.
5. Reduce manual support inquiries by empowering self-service.
6. Review AI-generated responses to ensure accuracy and alignment with the product.

Customer Support (Live Chat)

1. Answer customer chats with empathy and expertise.
2. Update help articles based on frequent customer inquiries.
3. Log customer issues and communicate them to the team.
4. Track feature requests and report customer needs.

Account Management and Billing

1. File tickets for account cancellations, refunds, and requests.
2. Develop a deep understanding of our platform to answer questions.
3. Verify AI answers against the product to ensure accuracy.

Hours

10 hours per week.

3 hours on Monday, 2 hours from Tuesday - Thursday, and 1 hour on Friday.

Required Background

1. 1-2 years of customer service experience, ideally in a tech or SaaS environment
2. Has experience with qualitative data analysis tools, whether through a methodology course, dissertation, or similar experience.
3. Experience managing knowledge bases or help centers, ensuring content is clear, useful, and customer-focused.
4. Strong writing and communication skills, with a talent for creating easy-to-follow, empathetic instructional content.
5. Understanding of structuring content for AI readability, ensuring automated responses are just as helpful as human ones.
6. Familiarity with Intercom (preferred), or a willingness to learn quickly.

About Our Company:

We empower researchers to uncover human truths. Great research changes the world, and we believe researchers deserve tools that make their work easier, not harder. That’s why we create intuitive qualitative analysis software that turns messy data into meaningful insights—helping academics and professionals find meaningful insights with clarity and confidence.

We’re a team of curious, thoughtful problem-solvers who love building simple, powerful tools that truly help people. If you’re passionate about technology that makes a difference, you’ll feel right at home.

We’re looking for someone who genuinely cares about helping qualitative researchers and values the power of empathy in customer support. If that’s you, we’d love to have you on our team!