Pinpoint

Compensation

Full Description

Senior Customer Support Specialist Department: Customer Support Employment Type: Full Time Location: United States Reporting To: Emilia Carvell Description Hi 👋 I’m Emilia, Customer Support Team Lead here at Pinpoint. We’re a high-growth HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place—with a mature product, rapid growth, strong product-market fit, and happy customers. Behind that success is a support team that treats every interaction as part of the product experience. We keep response times low (sub-2-minute first response on live chat) and customer satisfaction high. As more customers join Pinpoint, we’re adding a Senior Customer Support Specialist to help us maintain that standard. The fine print (but a bit more exciting): • This is a remote role based in the US (EST only), with a few optional in-person team meetups each year. Our HQ is in Jersey, and our 80-person team is spread across the UK and US. • This isn’t your average support role — and if your background is mostly phone-queue, script-driven, or “send a help-center link” support, this won’t be the right fit. Our customers expect fast, human, thoughtful answers written conversationally and with real ownership. • You’ll be working in a high-volume, chat-first environment (100+ tickets per week), where you’re expected to investigate issues, replicate bugs, understand how the platform works, and keep customers updated—not just pass tickets to another team. • You’ll operate in a consultative model, asking smart questions, guiding customers through workflows, and handling multi-step issues like mini-projects. • We don’t operate on Level 1/2 queues. You’ll own issues end-to-end, managing escalations thoughtfully and keeping customer context across multi-day investigations. • You should be technically curious, comfortable learning a deep SaaS product, and confident handling escalated or ambiguous cases end-to-end while staying calm under pressure. • Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions. About the Role • Own customer tickets via Intercom (live chat + email), averaging 100+ per week, ensuring fast, context-aware responses. • Respond to customers within 2 minutes on average via live chat—we move fast and pride ourselves on it • Maintain fast close times while delivering personal, tailored support (no copy/paste macros or robotic replies) • Investigate technical issues, replicate bugs, and escalate effectively — partnering closely with Engineering when needed. • Help clients understand and adopt new features as they’re released • Maintain our 98%+ positive CSAT rating • Contribute to internal documentation and process improvements • Stay composed and personable even when managing a high ticket load Tech stack: Intercom, Linear, Google Suite, Slack, HubSpot. About You • 2+ years of customer support experience in a live chat/email-heavy role, supporting a B2B SaaS product • Experienced managing full ticket lifecycles — including escalations — and staying with an issue until resolution (not just handing off to Level 2/Engineering) • Used to high-volume environments (100+ tickets/week) and comfortable balancing live chat with deeper investigative work • Experience working in a startup or scale-up environment — you’re used to ambiguity, wearing multiple hats, and figuring things out quickly • Clear, confident communicator — friendly but direct, able to simplify complex topics without losing accuracy • You write like a human: clear, conversational, empathetic (no templates, no jargon, no robotic tone). Your personality shows in your writing. • Technically curious and resourceful — comfortable digging into how things work, investigating odd behavior, reproducing issues, and partnering with engineering when needed (You don’t need to code, but you should enjoy figuring things out.) • Highly organized, proactive, and able to prioritize in a fast-moving environment; you never lose track of an active ticket • Product-minded — able to translate vague user language into product behaviors, workflows, and root causes • Based in the US- EST only, with work authorization 💡 Huge bonus if you: • Have experience troubleshooting integrations (HRIS, calendar, SSO, job boards) • Are familiar with APIs, webhooks, CSS, or basic JSON concepts • Have partnered closely with Product or Engineering • Have experience contributing to QA, testing, or internal documentation • Enjoy digging into the technical “why,” not just the “how to fix it.” What We Offer We want Pinpoint to be the best place you’ve ever worked—somewhere you feel valued, supported, and excited to grow. Here’s what you’ll get: • 🩺 Gold-plated healthcare – The best medical, dental, and optical coverage money can buy. We’ve got you (and your family) covered • 🏝️ Unlimited holidays – Work-life balance matters. Take the time you need to rest, recharge, and enjoy life • 🧠 Mental health support – Unlimited, immediate access to professional counseling through Spill—because your well-being comes first • 💰 Retirement matching – A competitive plan to help you hit your long-term financial goals • 🌍 Remote-first culture – Work where you're most productive. As a remote-first team, we prioritize flexibility and trust • 📈 Meaningful equity – You’re helping build something special, and you should share in its success • 👶 Generous parental leave – Up to 16 weeks of fully paid leave to support new parents • 📚 Learning budget – Annual funds for courses, books, or anything else that fuels your personal and professional growth • 💻 Top-of-the-line equipment – MacBook Pro, 4K monitors, and all the right tools to do your best work • 🤝 A team that’s got your back – Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow A detailed overview of our benefits can be found here.