We need a customer support specialist who can turn a frustrated ticket into a genuinely good experience. You'll answer questions across email and chat, dig into product issues, and know when to escalate versus when to just solve it yourself. Patience and clear writing matter more here than technical depth, though some technical curiosity helps when you're the one explaining a weird bug back to engineering.
What you'll do
- Respond to customer inquiries via email, chat, and ticketing system promptly
- Troubleshoot product issues and walk customers through solutions clearly
- Escalate bugs and complex issues to engineering with clear reproduction steps
- Maintain and improve help center articles based on common questions
- Track ticket volume and response time metrics against team goals
- Gather and relay customer feedback to product and engineering teams
What we're looking for
- 1+ years in a customer support or service role
- Excellent written communication and a patient, empathetic tone
- Comfortable using a ticketing system such as Zendesk or Intercom
- Ability to troubleshoot basic technical issues independently
- Calm under pressure when handling frustrated customers
- Strong attention to detail when documenting issues
Nice to have
- Experience supporting a technical or B2B SaaS product
- Familiarity with basic SQL for investigating data issues
- Background writing or maintaining help center documentation
About Cinderpath Games
About Cinderpath Games: Cinderpath Games makes narrative-driven tactics and strategy games, including our award-winning title Ashfall Company. Based in Austin, our team is built from developers who've shipped commercial games before and are committed to making the next one without the crunch that shaped our own early careers.
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