Customer Support Specialist

What You'll Do:

• Support customers and users by triaging and managing support requests from start to finish.
• Build the support operating system: ticketing workflows, escalation routes, and automation.
• Turn support into product insight by identifying patterns and translating feedback into product ideas.

What We're Looking For:

• A great attitude and willingness to learn quickly.
• Reliability, thoughtfulness, and ownership of your work.
• Clear communication and strong organizational skills.

What Success Looks Like:

• First 3 months: Strong understanding of Mast's platform and ownership of incoming requests.
• 6 to 12 months: Reduced repeat questions through better documentation and automation.
• Longer term: Help define excellent customer support at Mast and grow into leading the function.