Customer Support Specialist

  • Location: Remote
  • Department: Customer Support
  • Employment Type: Full-time

What’s in it for you?

Paciva acts inside people’s most personal workspace, their inbox. When something goes wrong or feels confusing, the support response is part of the product. As Customer Support Specialist, you will be the person who keeps users feeling supported, informed, and in control. You will answer questions, resolve issues, route bug reports, and feed insight back to the team. This role matters more in the early stages than people realize.

About the team and the opportunity

You will work with success, engineering, product, and AI training. You will own day-to-day support across email and in-app channels. You will help build the help center, the macros, and the support patterns that scale beyond you.

A day in the life

You may start by clearing the support queue and triaging new tickets. By lunch you may write a help center article from a recurring question, then partner with engineering on a bug report. In the afternoon you may walk a customer through their rules setup over a screen share.

What you will work on

  • Resolve customer questions, issues, and feature questions across support channels
  • Triage bugs and partner with engineering on resolution
  • Build and maintain the help center, macros, and support documentation
  • Surface recurring themes to product and AI training
  • Help define the support metrics that matter as the team grows
  • Use AI tools to draft responses, summarize tickets, and surface patterns while keeping replies human

What we need from you

  • 3+ years of customer support experience in B2B SaaS
  • Strong written communication with a calm, helpful tone
  • Comfort in fast-moving environments with limited process
  • Working knowledge of support tooling, ticketing, and help center platforms
  • Experience with productivity, communication, or AI products is a plus

Remote work, compensation, and benefits

This is a remote role. Paciva is based in Miami, Florida and the team works across time zones. We value clear written communication, ownership, practical collaboration, and dependable follow-through. Compensation is based on experience, skills, location, market data, role scope, and internal equity. For sales roles, compensation may include base salary and variable incentive compensation. Final details will be shared during the hiring process. Most roles include occasional travel for team meetings, customer sessions, company events, or off-sites.

Equal opportunity statement

Paciva is an equal opportunity employer. We make employment decisions based on qualifications, merit, business needs, and role fit. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, marital status, pregnancy, caregiver status, or any other status protected by applicable law. If you need a reasonable accommodation during the application or interview process, please let us know. We will work with you to support your participation.