# Customer Support Specialist (Tier 1) at Tropic

- Company: Tropic
- What the company does: Tropic is intelligent procurement software that gives finance and procurement teams control of AI and SaaS spend — cut costs and automate every purchase. Backed by Insight.
- Company website: https://tropicapp.io/
- Type: Startups
- Level: Mid level
- Location: Remote
- Work setup: Remote
- Posted: 2026-09-14
- Apply by: 2026-10-29
- Apply: https://jobs.gem.com/tropic/am9icG9zdDopCi0-crDxI7vXFG9kKzUP
- Page: https://www.1752.vc/careers/jobs/tropic-customer-support-specialist-tier-1/

## About the role

As a Customer Support Specialist at Tropic, you will be an integral part of our customer support team, serving as the front lines for all inbound support requests. You will play a crucial role in helping scale the Customer Support team, ensuring our customers receive prompt and effective assistance, and maintaining high levels of customer satisfaction.

## What they're looking for

- Frontline Support: Act as the first point of contact for customers, handling all inbound support requests with professionalism, courtesy, and empathy
- Ticket Triage: Efficiently triage incoming support tickets, categorize them accurately, and route them to the appropriate teams or individuals for resolution
- Issue Resolution: Proficiently handle customer issues and escalations, adhering to service level agreements (SLAs) across severity levels to meet or exceed customer expectations
- Information Gathering: Gather and record detailed information from customers to assist in problem identification and resolution. Ensure comprehensive documentation of customer interactions
- Independent Problem Solving: Demonstrate independent thinking and a proactive approach to resolving customer issues, seeking creative solutions when necessary
- Process Development and Improvement: Maintain a process-oriented mindset and actively identify gaps in support processes. Propose and contribute to process improvements to enhance efficiency and customer satisfaction