Customer Support Specialist

This is a remote position based in Costa Rica.

What Do We Do?

Triple Whale is the source of truth for eCommerce brands. Our platform centralizes the entire analytics stack—from profit tracking and customer insights to marketing attribution and creative intelligence. We empower brands with the visibility they need to make smarter decisions, scale faster, and optimize every dollar spent.

Why Triple Whale Needs You:

Our team is passionate about delivering the best experience for our customers, and we’re looking for individuals who share that same passion.

What You'll Do:

As a Customer Support Specialist at Triple Whale, you will be the first point of contact for our customers, providing them with the assistance they need to maximize their use of our platform. You will help solve problems, answer questions, and ensure that customers have a positive experience with our product. Your role is critical in maintaining customer satisfaction and helping our clients succeed.

Key Responsibilities:

• Respond to Triple Whale customer needs via live chat, owning that interaction from inception to resolution
• Troubleshoot technical platform issues, escalating when necessary
• Advise our customers on best-practices with the Triple Whale platform and its use cases
• Assist customers with urgent needs and help usher them to the best solutions and across our platform and the business
• Act as first line of defense for triaging & debugging platform health issues
• Exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Continuously train to become an expert on the Triple Whale platform, online marketing, and the e-commerce industry

What You'll Bring:

•  2+years of experience in a customer support or client-facing role, in a SaaS or tech environment highly preferred.
• Experience in e-commerce, with analytics platforms, or with another SaaS platform highly preferred.
• Strong verbal and written communication skills with the ability to explain complex concepts in a simple way.
• Ability to troubleshoot basic technical issues and think creatively to find solutions.
• A customer-first mentality, with a genuine desire to help others and ensure their satisfaction.
• Comfortable using various software tools, and able to quickly learn new technologies and systems; familiarity with Intercom and HubSpot a plus! 
• Ability to collaborate effectively with cross-functional teams and contribute to a positive work environment.
• Ability to manage multiple tasks and prioritize effectively.
• Skilled at managing multiple priorities and tasks in a fast-paced setting.

Our Values

• We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers.
• We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage. 
• We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together. 
• We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths.
• We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other.

Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join Us in Making Waves

If you’re looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We’re on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment.