Support Specialist (SaaS)
About Hauler Hero
At Hauler Hero, we’re on a mission to simplify and modernize the waste hauling industry. Our platform helps haulers run more efficient operations, strengthen customer relationships, and grow their businesses.
The Role
We’re hiring a Support Specialist to provide fast, thoughtful, and reliable customer support.
You’ll support customers across multiple channels including live chat, phone, Zoom, and email. You’ll be responsible for meeting our sub-4-minute first response standard while ensuring every interaction feels clear, professional, and supportive.
This role is ideal for someone early in their career who enjoys helping people, managing multiple conversations, and learning how a SaaS product works. You’ll collaborate closely with Technical Support, Customer Success, and Product teams to ensure customer issues are handled quickly and accurately.
This position includes participation in a rotating weekend coverage schedule.
What You’ll Do
Respond to customer inquiries across multiple channels including live chat, Zoom, phone, and email
Lead live Zoom training sessions to help customers understand key workflows and successfully use the platform
Guide customers through common setup steps and best practices during scheduled support or training calls
Maintain fast, accurate, and empathetic communication aligned with response-time expectations
Triage customer issues, gather relevant context, and resolve issues when possible before escalation
Clearly document issues, resolutions, and customer interactions for follow-up or escalation
Manage multiple customer conversations simultaneously while maintaining quality and professionalism
Partner with Technical Support and Customer Success to ensure smooth handoffs when deeper troubleshooting or account strategy is needed
Identify recurring customer questions or friction points and share feedback with Product and Customer Success
Contribute to a positive support culture focused on ownership, accountability, and teamwork
What We’re Looking For
Required
0–2 years of experience in customer support or customer-facing roles (SaaS preferred)
Strong written communication skills
Ability to manage multiple conversations at once with accuracy and professionalism
Strong attention to detail and follow-through
Comfort learning new tools and workflows
Reliable internet connection and dedicated, distraction-free workspace
Ability to maintain consistent availability aligned with support coverage needs
Willingness to participate in rotating weekend coverage
Nice to Have
Prior experience with live chat or customer support tools
Familiarity with SaaS products or technology platforms
Experience creating short Loom videos or annotated screenshots
Interest in growing into technical support or customer success roles
Why Join Hauler Hero
Make a real impact in a critical, underserved industry
Entry-level role with clear growth paths
Supportive, collaborative team environment
Remote-first culture with a distributed team
Competitive salary and benefits
Paid time off and paid holidays
Compensation & Benefits
Competitive salary
Health, dental, vision insurance
Flexible PTO
Remote-first culture
Modern development tools and AI assistants