Description
As a Support Specialist at Replit, you will be at the forefront of helping developers create. On a given day, you'll help our customers navigate billing questions, manage their accounts, and get the most out of Replit. You'll be the voice of our users, bubbling up patterns and feedback to Replit's Product and Engineering teams so we can keep improving.
We use tools like Zendesk, Linear, Slack, Stripe, Orb and Replit itself to get the job done.
You will work on a small, global team of support specialists and engineers united by Replit's mission to make the next billion software creators. Together, you'll ensure developers worldwide have the support they need to bring their ideas to life.
Responsibilities:
- Work directly with Replit customers via support tickets to solve account, billing, and product issues, while meeting daily ticket volume and resolution time targets
- Collaborate with the rest of the Support team in telling the story of our users to the rest of Replit
- Directly contribute to and maintain the Support’s Team's Knowledge Base
- Partner with Engineering and other internal teams to resolve complex billing escalations
- Help shape and refine support processes as the team and product continue to grow
Required skills and experience:
- 4+ years of customer support experience
- Experience with support platforms (Zendesk), payment systems (Stripe, Orb), and ticketing workflows
- Excellent communication skills and a proactive approach to asking questions and resolving ambiguity
- Ability to work efficiently in fast-paced, high-volume support environments
- Strong time management and ticket triage skills
- Comfortable working in a metrics-driven environment
- Able to work independently while collaborating effectively with cross-functional teams
Nice to have:
- Background in B2B SaaS customer success or support
- Has used Replit in the last 3 to 6 months.
- Experience with AI tools (Claude, ChatGPT, etc.)
Tools + Tech Stack for this role:
- Zendesk
- Stripe
- Slack
- Orb
- Replit
- Notion