Support Specialist

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation.As a Support Specialist you are at the forefront of helping those developers create. On a given day, you’ll help our customers navigate billing questions, manage their accounts, and get the most out of Replit. You'll be the voice of our users, bubbling up patterns and feedback to Replit's Product and Engineering teams so we can keep improving. We use tools like Zendesk, Linear, Slack, Stripe, Orb and Replit itself to get the job done.You will work on a small, global team of support specialists and engineers united by Replit's mission to make the next billion software creators. Together, you'll ensure developers worldwide have the support they need to bring their ideas to life.In this role you will…Work directly with Replit customers via support tickets to solve account, billing, and product issues, while meeting daily ticket volume and resolution time targetsCollaborate with the rest of the Support team in telling the story of our users to the rest of ReplitDirectly contribute to and maintain the Support’s Team's Knowledge BaseOwn and manage escalated customer interactions that are complex, sensitive, or high-impact, driving resolution across stakeholders.Help shape and refine support processes as the team and product continue to growRequired Skills And Experience4+ years of customer support experienceExperience with support platforms (Zendesk), payment systems (Stripe, Orb), and ticketing workflowsExcellent communication skills and a proactive approach to asking questions and resolving ambiguityAbility to work efficiently in fast-paced, high-volume support environmentsStrong time management and ticket triage skillsComfortable working in a metrics-driven environmentAble to work independently while collaborating effectively with cross-functional teamsNice To HaveBackground in B2B SaaS customer success or supportHas used Replit in the last 3 to 6 months.Experience with AI tools (Claude, ChatGPT, etc.)This is a full-time role that can be held from our Foster City, CA office. The role has an in-office requirement of Monday, Wednesday, and Friday.Full-Time Employee Benefits IncludeCompetitive Salary & Equity401(k) Program with a 4% match (US Only)⚕️ Health, Dental, Vision and Life InsuranceShort Term and Long Term DisabilityPaid Parental, Medical, Caregiver LeaveFlexible Time Off (FTO) + HolidaysCommuter Benefits (In-Office & US Only)Monthly Wellness Stipend‍ Autonomous Work EnvironmentIn Office Set-Up Reimbursement (In-Office Only)Quarterly Team Gatherings☕ In Office Amenities (In-Office Only)Want to learn more about what we are up to?Self-driving CompanyReplit Agent at ScaleAI AdoptionBuild Open-Source Apps Interviewing + Culture at ReplitOperating PrinciplesReasons not to work at ReplitTo achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.