[Remote] Customer Success Specialist - Tech Support

Note: The job is a remote job and is open to candidates in USA. LeadingReach is a company focused on providing a SaaS platform for customer success. They are seeking a Customer Success Specialist - Tech Support who will provide technical support, onboarding assistance, and troubleshooting for customers, while working closely with internal teams to improve the customer experience.

Responsibilities

• Provide timely, high-quality technical support via tickets, chat, and calls
• Troubleshoot product issues and guide customers through resolutions
• Support new customer onboarding and basic product training
• Use Zoho CRM (and related tools) to document cases, activities, and follow-ups
• Escalate complex issues and collaborate with Product and Engineering teams
• Act as the voice of the customer by sharing trends and feedback internally
• Help ensure support requests meet service-level expectations (SLAs)
• Comfortably work with AI-assisted platforms and tools, applying good judgment to identify when human review or escalation is appropriate
• Contribute to internal documentation and customer-facing help resources

Skills

• 2+ years of experience in customer success, technical support, or a related role
• Experience supporting SaaS or cloud-based software products
• Comfort working in CRM and support ticketing systems (Zoho CRM experience is a plus)
• Strong communication skills and the ability to explain technical concepts clearly
• Organized, detail-oriented, and able to manage multiple requests at once
• A collaborative mindset and willingness to learn and grow

Benefits

• 100% Remote, must be based in the U.S
• Startup environment within a stable, industry-leading company
• 20 days PTO, 6 paid mental health days, plus paid holidays
• Company-sponsored health, vision and dental benefits
• Matching 401k with no vesting period
• Remote work and cell phone stipend
• Flexible schedule that emphasizes a collaborative team synergy with personal accountability
• Regular company (often themed) events: virtual happy hours, our annual company holiday party, group game nights and other fun team events

Company Overview