Customer Support Specialist

About the Role

Sendblue is hiring a Customer Support Specialist to help us deliver best-in-class support to our customers — primarily through email, with some phone use. You’ll be on the front lines of the customer experience: solving problems, answering questions, and ensuring customers feel taken care of.

We’re looking for someone who thrives in a fast-paced, startup environment. You are a self-starter who takes ownership, figures things out, and can help build the support function as we grow.

What You’ll Do

• Own customer support conversations end-to-end via email
• Know when to collaborate and when to own, escalating issues to the appropriate teams when needed while ensuring communication remains cohesive and customer-centered
• Keep customers informed by communicating clearly and professionally with proactive updates and high-quality, well-written responses
• Escalate bugs and edge cases with great context to Product/Engineering, autonomously troubleshooting to start
• Spot patterns and recurring issues, then recommend fixes or process improvements
• Help build and improve internal systems, templates, and documentation by collecting data-driven insights that support the team’s growth and overall customer experience

What We’re Looking For

• 2+ years of customer support experience (email-heavy support preferred)
• Extremely strong writing skills — you can be clear and professional, explaining difficult problems simply
• A natural sense of ownership: you don’t wait to be told what to do
• Strong technical troubleshooting instincts and comfort working through ambiguity
• Ability to manage multiple threads while staying organized
• High attention to detail and the ability to prioritize in a fast-moving environment