Customer Support Specialist



Customer Service
Raleigh, NC, USA
Posted on Wednesday, November 22, 2023

About the Team:

Our Technical Support team plays a vital role in ensuring the success of our customers by troubleshooting and resolving product issues related to the Sift digital trust and safety platform. This team is also responsible for assisting customers with billing and data privacy-related requests

What We’re Looking For:

As a member of our Technical Support team, the Customer Support Specialist is a dedicated problem solver who possesses the ability to master the Sift product suite, conduct in-depth research and troubleshooting, and communicate professionally and effectively with each customer to resolve their issues.

What you’ll do:

  • Provide technical support to worldwide customers.

  • Troubleshoot Incidents: Investigate and resolve product-related incidents to full resolution or escalate them through appropriate channels when necessary.

  • Incident Queue Management: Maintain an individual incident queue, ensuring timely and accurate updates and communications with both customers and internal resources.

  • Customer Engagement: Answer customer inquiries, engage in discussions with customers on Sifters (our online customer community), and assist them in finding solutions to their challenges.

  • Knowledge Base Articles: Contribute to the development of customer-facing knowledge base articles to empower customers with self-help resources.

What would make you a strong fit:

  • Experience: 1-2 years of experience in technical troubleshooting of a business application, preferably supporting a software as a service (SaaS) platform preferred.

  • Global Customer Interaction: Experience working directly with customers on a global scale, demonstrating your ability to address diverse customer needs.

  • Positive Attitude: Possess an energetic, enthusiastic, and "can do" attitude, with a passion for solving problems and delivering exceptional customer service.

  • Detail-oriented: Be highly detail-oriented, ensuring that all customer issues are thoroughly investigated and resolved.

  • Customer-centric: Have a genuine passion for helping customers and a commitment to ensuring their success.

A little about us:

Sift is the leading innovator in Digital Trust & Safety. Hundreds of disruptive, forward-thinking companies like Zillow, and Twitter trust Sift to deliver outstanding customer experience while preventing fraud and abuse.

The Sift engine powers Digital Trust & Safety by helping companies stop fraud before it happens. But it’s not just another anti-fraud platform: Sift enables businesses to tailor experiences to each customer according to the risk they pose. That means fraudsters experience friction, but honest users do not. By drawing on insights from our global network of customers, Sift allows businesses to scale, win, and thrive in the digital era.

Benefits and Perks:

  • Competitive total compensation package

  • 401k plan

  • Medical, dental and vision coverage

  • Wellness reimbursement

  • Education reimbursement

  • Flexible time off

Let’s Build It Together

At Sift, we are intentionally building a diverse, equitable, and inclusive workplace. We believe that diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need. We envision a place where all Sifties feel secure sharing their authentic selves and diverse experiences with their teams, their customers, and their community – ultimately using this empowerment and authenticity to build trust and create a safer Internet.

This document provides transparency around the way in which Sift handles personal data of job applicants: https://sift.com/recruitment-privacy