Customer Support Specialist (SaaS)

Location: Hybrid in Denver, United States; able and willing to work from the Denver office. Working hours: 09:00–17:00 Mountain Time.

Salary: $70,000–$75,000/year

Company

A B Corporation providing a SaaS platform that maps climate and ESG data, helping businesses track, disclose, and improve sustainability performance.

What you will do

• Monitor and resolve customer issues, technical problems, escalations, and incidents.
• Investigate customer concerns in depth and provide clear updates and timely follow-up.
• Collaborate with Product, Engineering, Delivery, and Customer Success teams on domain-related and technical questions.
• Create and maintain knowledge base content, automated workflows, and AI-powered support tools.
• Gather, analyze, and communicate customer feedback across the organization.
• Improve support processes, workflows, tools, customer satisfaction, NPS, and CSAT performance.

Requirements

• 2–3 years of experience in customer support, technical support, helpdesk, or a similar role in a technology company.
• Experience supporting customers using a SaaS product.
• Strong written and verbal communication skills in English.
• Ability to investigate issues, identify root causes, manage multiple cases, and explain technical topics to technical and non-technical audiences.
• Experience working cross-functionally with Product, Engineering, Delivery, or Customer Success teams.
• Willingness and ability to work from the Denver office in a hybrid capacity and maintain 09:00–17:00 Mountain Time availability.

Nice to have

• Experience supporting enterprise accounts or B2B enterprise customers.
• Experience with complex customer environments, escalations, or incident management.
• Knowledge of CRM, ticketing, and customer success platforms such as Intercom.
• Experience creating help center content, automated workflows, or AI-assisted support resources.
• Experience in climate, ESG, sustainability, or carbon accounting, or French language skills.

Culture & Benefits

• Hybrid work model with offices in Paris, Montpellier, London, and Denver.
• Opportunity to contribute to a mission focused on reducing environmental impact and improving social performance.
• International SaaS environment with autonomy, cross-functional collaboration, and continuous improvement.
• B Corporation committed to creating value for society and the planet.