Customer Support Specialist

About Us

At Whalesync, we're on a mission to help businesses easily create, manage, and publish their marketing content by turning a spreadsheet into a CMS. Our product is loved by Webflow, Vanta, Clay, and Descript. Every customer interaction matters, and that’s where you come in.

The Role

As a Tier 1 Customer Support Specialist, you’ll be the first point of contact for our users. You’ll help troubleshoot issues, answer questions, and guide customers toward success. You’ll also be the voice of the customer internally, surfacing feedback, spotting trends, and helping us improve.

We're specifically looking for someone located in (or is willing to work during) a European time zone. One of our goals is to improve first response time for our customers located in non-US times.

What You’ll Do

• Respond to customer inquiries via chat/email (we use Intercom), Loom videos, and occasionally video calls
• Troubleshoot common issues and escalate complex ones to Tier 2 (engineering)
• Maintain and improve our help center and internal documentation
• Collaborate with Product and Engineering to relay customer feedback
• Spot patterns in support tickets and suggest improvements to reduce friction

What We’re Looking For

• Willing to work during European hours (this is a non-obvious must)
• Fluency in English
• Experience supporting SaaS products
• Excellent written and verbal communication—clear, friendly, and professional
• Comfort with tech tools (bonus if you’ve used Intercom, Notion, GitBook, Stripe, and Linear)
• Empathy and patience
• Comfortable with being logged into Gather (our video-powered virtual workspace) throughout the day

Bonus Points

• Familiarity with basic troubleshooting (app authentication, debugging API errors, etc.)
• You’ve worked in a startup or fast-paced environment before

What We Offer

• Fully remote work environment (we use Gather)
• On the job training
• A team that values kindness, curiosity, and getting things done

If you love helping people, solving puzzles, and being part of something early-stage and exciting, we’d love to hear from you.

Step 1: video call

You’ll have a 30 minute video call with the founder where you’ll be asked a few customer-support related questions.

Step 2: references and background check

You’ll be asked to provide references and do a standard background check.

Step 3: 3-month trial period

If accepted, we’ll have a 3-month trial period, during which we’ll provide training, shadowing, and extra ramp up support. At the end of the trial period we’ll make a final call as to whether you’re a good fit for the role.