Senior Customer Support Specialist

Allego is a rapidly growing SaaS technology company in the Boston area and creator of the market-leading Revenue Enablement Platform. Our technology helps Go-To-Market teams build the skills and access the knowledge they need to succeed in every selling situation.

Allego is the only revenue enablement platform to be named a Leader in both the Forrester Wave™ and the inaugural Gartner® Magic Quadrant™ for Revenue Enablement Platforms.

Not only are we growing quickly, but we’ve also been recognized as a top place to work by The Boston Business Journal, The Boston Globe, and Inc. Magazine. In addition, Selling Power named Allego one of the 50 Best Companies to Sell For in both 2025 and 2026.

What You'll Do at Allego:

As a Senior Customer Support Specialist, you will manage inbound customer requests for technical support and services, and in doing so, reinforce Allego’s award-winning reputation as a provider of fast and friendly support to all customers. 

Daily life:

• Shift: Full-time Monday – Friday, with a 1-hour lunch break.
• 9:00 a.m.- 6:00 p.m. Eastern Standard Time. 
• While this shift is generally consistent, candidates should have flexibility to adjust hours as needed within our team’s core operational window (8:00 AM – 9:00 PM).
• This role requires you to be in the office at least once a week. Additional in-office days may be requested for special events or annual training. 
• The Support team currently meets twice daily to troubleshoot together and discuss trends.
• 1x1 with your manager once a week.

How you’ll make a difference:

• Tickets: Resolve incoming and technical Customer Support questions in a timely and accurate manner via email, phone, or troubleshooting screen-share meetings. The Support team also creates new customer systems.
• Escalation Resolution:  Own the initial troubleshooting and assessment of sensitive or complex technical issues, determine whether the issue can be resolved within Support, and identify when escalation to DevOps is required. 
• Mentorship & Leadership: Acting as a leader on the team, providing training and guiding support team members. Acts as a resource to guide customer support specialists with the next steps in their tickets, as well as translating technical information provided in AIS escalations into clear, customer-friendly information.
• Process Improvement: Designing and documenting technical best practices, procedures, and training programs. Building internal documentation to spread awareness and/or escalation processes for issues.
• Champion Change Management: Lead the team through organizational shifts with empathy and diplomacy, fostering buy-in and maintaining high morale during periods of transition.

Operating Principles

Allego’s Operating Principles are at the heart of our business. They are the fabric of our culture and central to our approach to work, our customers and each other. Interested in learning more? Read more here!

Allego collects and processes personal data in accordance with applicable data protection laws. If you are a European Job Applicant see the privacy notice for further details.

Allego does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. It is unlawful in MA to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.