Customer Support Specialist

About Kintsugi
Kintsugi is revolutionizing sales tax compliance for modern businesses. Our AI-driven platform simplifies tax compliance for e-commerce, SaaS, and other growing companies, ensuring they stay compliant across multiple jurisdictions. As we scale, we're building a customer experience team that moves fast, knows the product cold, and genuinely cares about the people we serve.

About the Role
You'll be the first person our customers reach when something doesn't look right. This isn't a purely behind-the-screen role — alongside email, chat, and tickets, you'll regularly get on scheduled video calls with customers to diagnose issues together and walk them through solutions. Your job is to resolve issues quickly, communicate clearly, and make every interaction feel like it was handled by someone who actually knows what they're doing (because you will). You'll triage incoming tickets, resolve the ones you can, and escalate the rest with enough context that the next person can hit the ground running.

This role is remote-friendly.

What You'll Do

• Serve as the first point of contact for customer support requests via email, chat, and ticketing systems.

• Triage and resolve tier-1 issues including account setup, platform navigation, integration questions, and basic troubleshooting.

• Schedule and lead video calls with customers to diagnose issues live, screen-share through fixes, and answer questions face-to-face.

• Document issues clearly and escalate complex or recurring bugs to the L2 support or engineering team with full context.

• Maintain and improve our internal knowledge base - if you had to look something up twice, it should become an article.

• Track ticket volume, response times, and resolution rates; flag patterns that signal a product or documentation gap.

• Partner with the customer experience team to support customers in their first 90 days when setup questions arise.

• Troubleshoot integration issues across e-commerce and accounting platforms (Shopify, Stripe, QBO, NetSuite).

• Deliver interactions that earn high CSAT scores and contribute to customer advocacy efforts.

• Meet (and beat) SLA targets for response and resolution time.

What We're Looking For

• 2+ years in a customer support, help desk, or technical support role — SaaS experience preferred.

• Clear, empathetic written communicator who can de-escalate a frustrated customer and explain a workaround in the same message.

• Comfortable being on camera with customers - you can talk through a problem on a live call and screen-share a fix, not just handle it in writing. This role blends written support with real-time, face-to-face customer interaction, and you're someone who's energized by both.

• Detail-oriented and process-driven — you follow up, you close the loop, you document what you learned.

• Comfortable working in ticketing platforms (Zendesk, Intercom, DevRev, or similar).

• Familiarity with sales tax, accounting, or fintech is a plus, but curiosity and a willingness to learn matters more.

• Comfortable using AI assistants (e.g., Rovo, Claude, ChatGPT) as everyday productivity tools for drafting responses, summarizing tickets, pulling up documentation, and accelerating research rather than starting from scratch each time.

• Calm under volume — you can prioritize a full queue without losing quality.