Support Specialist

Job description

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. As a Support Specialist you are at the forefront of helping those developers create. On a given day, you’ll help our customers navigate billing questions, manage their accounts, and get the most out of Replit. You'll be the voice of our users, bubbling up patterns and feedback to Replit's Product and Engineering teams so we can keep improving. We use tools like Zendesk, Linear, Slack, Stripe, Orb and Replit itself to get the job done. You will work on a small, global team of support specialists and engineers united by Replit's mission to make the next billion software creators. Together, you'll ensure developers worldwide have the support they need to bring their ideas to life. ## **In this role you will…** - Work directly with Replit customers via support tickets to solve account, billing, and product issues, while meeting daily ticket volume and resolution time targets - Collaborate with the rest of the Support team in telling the story of our users to the rest of Replit - Directly contribute to and maintain the Support’s Team's Knowledge Base - Own and manage escalated customer interactions that are complex, sensitive, or high-impact, driving resolution across stakeholders. - Help shape and refine support processes as the team and product continue to grow ## **Required skills and experience:** - 4+ years of customer support experience - Experience with support platforms (Zendesk), payment systems (Stripe, Orb), and ticketing workflows - Excellent communication skills and a proactive approach to asking questions and resolving ambiguity - Ability to work efficiently in fast-paced, high-volume support environments - Strong time management and ticket triage skills - Comfortable working in a metrics-driven environment - Able to work independently while collaborating effectively with cross-functional teams ## **Nice to have:** - Background in B2B SaaS customer success or support - Has used Replit in the last 3 to 6 months. - Experience with AI tools (Claude, ChatGPT, etc.) *This is a full-time role that can be held from our Foster City, CA office. The role has an in-office requirement of Monday, Wednesday, and Friday.* **Full-Time Employee Benefits Include:** 💰 Competitive Salary & Equity 💹 401(k) Program with a 4% match (*US Only*) ⚕️ Health, Dental, Vision and Life Insurance 🩼 Short Term and Long Term Disability 🚼 Paid Parental, Medical, Caregiver Leave 🏝 Flexible Time Off (FTO) + Holidays 🚗 Commuter Benefits (*In-Office & US Only*) 📱 Monthly Wellness Stipend 🧑‍💻 Autonomous Work Environment 🖥 In Office Set-Up Reimbursement (*In-Office Only*) 🚀 Quarterly Team Gatherings ☕ In Office Amenities (*In-Office Only*) **Want to learn more about what we are up to?** - [Self-driving Company](https://replit.com/blog/self-driving-company) - [Replit Agent at Scale](https://replit.com/blog/evaluating-and-improving-agent-at-scale) - [AI Adoption](https://replit.com/blog/ai-adoption) - [Build Open-Source Apps](https://replit.com/build/open-source-app-builder) **Interviewing + Culture at Replit** - [Operating Principles](https://blog.replit.com/operating-principles) - [Reasons not to work at Replit](https://blog.replit.com/reasons-not-to-join-replit) To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.