Customer Support Specialist

Sennos • Durham, NC

1d • Onsite

About The Position

The Customer Support Specialist is the frontline champion of the Sennos customer experience. In this role, you will be responsible for resolving customer issues, managing support interactions from first contact through resolution, and ensuring every customer feels heard, valued, and supported. You will work cross-functionally with sales, engineering, and leadership to drive customer satisfaction and retention. The ideal candidate is a self-motivated, detail-oriented professional with a genuine drive to help customers succeed — someone who communicates clearly and professionally, thrives in a fast-paced environment, and takes full ownership of every issue they touch.

Requirements

• Associate's degree or higher in a relevant field (or equivalent work experience)
• 2+ years of experience in customer support, technical support, or customer success, ideally in SaaS, hardware/software, or industrial innovation sectors
• Experience working with ticketing or Service Desk software (e.g., Zendesk, Freshdesk, HubSpot Service Hub, or similar)
• Background in data reporting or working with CRM/support platforms to generate leadership-level insights
• Exceptional verbal and written communication skills, with ability to explain technical concepts to non-technical users
• Strong problem-solving abilities with attention to detail
• Self-motivated with ability to take ownership of issues and drive them to resolution
• Proficient in Microsoft Office or Google Workspace
• Ability to work effectively in a fast-paced environment
• Strong interpersonal skills with empathy and professionalism

Nice To Haves

• Experience in fermentation, brewing, or food and beverage industries
• Familiarity with SaaS platforms and IoT hardware support
• Technical aptitude with ability to learn new software platforms quickly
• Experience with proactive customer monitoring or account health initiatives

Responsibilities

• Serve as the primary point of contact for all customer support inquiries, delivering timely, professional, and empathetic responses across phone, email, and chat
• Own each customer issue from intake through full resolution, ensuring no ticket is left unresolved or unaccounted for
• Engage directly with customers to de-escalate concerns, identify root causes, resolve issues effectively, and protect the customer relationship
• Document all customer interactions and resolutions accurately in the ticketing system to maintain clean, reliable data for reporting and analysis
• Ensure consistent, proper use of the ticketing platform, maintaining organized records that support meaningful reporting and trend identification
• Develop, refine, and document customer service procedures, policies, and standards to ensure consistent, high-quality support delivery
• Proactively monitor active customer fermentations in the Sennos platform to identify potential issues early and intervene before they escalate
• Use available tools and resources efficiently to meet both qualitative and quantitative support performance targets

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree