Senior Customer Support Specialist

About Instantly.ai

Instantly.ai is a leading all-in-one outreach platform aimed at empowering businesses to identify, engage, and convert prospects. Utilizing AI-powered automation combined with high deliverability and an integrated lead database, the platform is designed to be user-friendly yet scalable for growth.

Role Overview

As a Senior Customer Support Specialist, you will assist Instantly users primarily via chat. Your duties include diagnosing technical problems, guiding clients through platform functionalities, and ensuring successful campaign outcomes. You will manage escalated issues, communicate feedback to technical and engineering teams, and help enhance the knowledge base.

Key Qualifications and Attributes

• Strong ownership mentality—cases remain open until fully resolved.
• Demonstrated experience in SaaS customer support, ideally within sales, outreach, or marketing automation domains.
• Proficient technical troubleshooting skills with the ability to simplify complex issues.
• Excellent written communication skills in fluent Business English with impeccable grammar and empathy.
• Analytical mindset to recognize trends in user feedback and recommend improvements.
• Self-driven and dependable, capable of managing work effectively across multiple time zones in a remote setting.
• Familiarity with helpdesk platforms such as Intercom or Zendesk.
• Experience with go-to-market processes in sales, outreach, or growth is an advantageous asset.

Application Process

Applicants are required to submit a brief Loom video (maximum 5 minutes) introducing themselves and demonstrating the Instantly platform, alongside their resume. The video should be engaging, proactive, and show how you would explain the platform to a new user. Applications lacking this video component will not be considered.