Customer Support Specialist

Centage helps finance teams plan better, move faster, and make smarter decisions. Our customers rely on us not just for software, but for clear answers, strong support, and people who know how to solve problems the right way.

We care how people work together. We want team members who are helpful, accountable, curious, and easy to work with. We do not hire ego. We hire people who can think clearly, communicate well, and put the customer first.

What it’s like to be a Customer Support Specialist at Centage

As a Customer Support Specialist, you will be on the front line of the customer experience. You will help customers resolve product, technical, and data-related issues while building trust in Centage with every interaction.

This is not a script-reading support role. You will investigate issues, ask good questions, validate data, explain concepts clearly, and work across teams to drive resolution. Some requests will be straightforward. Others will require analysis, patience, and coordination with Customer Success, Product, Engineering, and Integration.

The right person for this role is process-driven, technically capable, customer-minded, and comfortable working in a fast-moving SaaS environment.

What you’ll do

• Respond to customer requests through Zendesk and email with professionalism, urgency, and clarity
• Troubleshoot product, user, and data-related issues, including login problems, system behavior, reporting questions, and data inconsistencies
• Review customer data and help validate actuals, budgets, and related outputs inside Centage
• Translate technical and finance-related concepts into clear, usable guidance for customers
• Reproduce issues, document findings, and escalate complex problems with complete and useful internal notes
• Partner closely with Customer Success, Product, Engineering, and Integration teams to drive issues to resolution
• Identify recurring issues and help improve internal processes, documentation, and support workflows
• Contribute to the Help Center through written articles, process updates, and short instructional content
• Manage a high volume of requests while maintaining quality, ownership, and follow-through

What success looks like

• Customers receive timely, accurate, and professional support
• Issues are investigated thoroughly, not just passed along
• Escalations are clear, well-documented, and actionable
• You can move between customer communication, technical troubleshooting, and internal coordination without losing control of the case
• You help improve the support function, not just your own queue

Why you might like this role

• You like solving real problems
• You are comfortable balancing customer service with technical troubleshooting
• You want a role where you can build product expertise and become a trusted resource
• You enjoy finding patterns, improving processes, and making things work better

Why we would like you in this role

You may be a strong fit if you are the kind of person who stays calm, gets organized, and works the problem. You communicate clearly, you do not cut corners, and you care about getting the customer to the right outcome. You do not need to know everything on day one, but you do need to be coachable, sharp, and willing to learn fast.

Requirements

Must-Have:

• Experience in technical support and or implementation support, or a similar customer-facing SaaS technical role
• Strong written and verbal communication skills
• Ability to troubleshoot systematically and think critically under pressure
• Comfort working with software, systems, data, and technical workflows
• Strong attention to detail and ability to manage multiple open issues at once
• Process-oriented mindset with strong organization and follow-through
• Strong working knowledge of Excel and experience reviewing or validating data
• Ability to simplify complex information for non-technical users
• Self-motivated and able to work effectively as part of a team
• Ability to work on-site in San Antonio, Texas

Qualifications

• Experience with Zendesk or a similar ticketing platform
• Experience supporting B2B SaaS products
• Experience with Salesforce, Jira, or similar business systems
• Exposure to SQL, Python, APIs, reporting tools, or technical data analysis
• Experience creating help documentation, training content, or customer-facing walkthroughs
• Familiarity with budgeting, accounting, financial systems, or FP&A workflows

Benefits

Benefits

• $1,000 education budget
• Company-paid health, dental, and vision insurance
• Medical and dependent care flexible spending accounts
• Company Short Term Disability coverage
• Company-paid Life and AD&D coverage with the option to purchase additional coverage
• Open PTO policy + 9 paid public holidays each year
• 401(k) matching plan
• Opportunity to work with innovative and progressive technology
• Start-up environment with a proven playbook

Compensation

Base salary range: $60,000 to $65,000