Customer Support Specialist

About Triple Whale

Triple Whale is an AI-powered operating system for modern ecommerce teams. It brings business signals into a single view, helps brands understand what is performing and what is not, and can even trigger actions such as pausing weak ads, creating new creative, or warning about inventory issues before they become a problem. Built on a trusted measurement foundation, the platform also includes Moby 2, an AI layer that works with any LLM and uses the full context of a business to deliver insights and execute actions automatically. More than 60,000 brands, including Pressed Juicery, OUAI, and True Classic, use the platform to turn complex data into profitable action at scale.

Role Overview

As a Customer Support Specialist, you will support DTC brands as they use Triple Whale to make better decisions from their data. The focus is not just answering questions, but helping customers reach the business outcome they are aiming for. You will guide them through the product, help them resolve issues, and make sure every interaction moves them closer to success.

This is a technical support position. Customers will raise questions about attribution, integrations, reporting, and Moby, and you will be among the first points of contact helping them work through those issues. You will have Moby as a support tool, a team to collaborate with, and room to grow into areas such as Solutions Architecture, Implementation, Support Engineering, or Product.

Key Responsibilities

• Handle customer conversations over live chat and email, taking ownership from the first message through to full resolution.
• Look beyond the surface question and understand the customer’s real objective, whether that involves measuring ad performance, checking attribution, launching a new channel, or regaining confidence in their data.
• Build strong product knowledge across Triple Whale, the broader ecommerce ecosystem, and the data, marketing, attribution, and AI workflows that influence customer decisions.
• Diagnose and resolve issues related to pixels, integrations, reporting, Moby, and other platform areas, including deciding when to educate, adjust configuration, file a bug, or escalate with clear reproduction details.
• Use Moby as an AI copilot to investigate, gather information, draft responses, and speed up resolution while contributing to improvements for future support.
• Educate customers on best practices, common use cases, and workflows that help them reach their goals, especially in urgent situations.
• Share recurring patterns, customer feedback, and pain points with Product, Engineering, and Customer Success teams to help improve the platform and service.
• Contribute to help content, internal runbooks, and Moby context so that lessons learned can be reused by the team later.

Requirements

• At least 2 years of experience in customer support, technical support, customer success, solutions, or another client-facing technical role, preferably in SaaS, martech, analytics, or ecommerce.
• Comfort with technical concepts and data; you should be able to read API responses, think through how systems connect, and work confidently in a data-driven environment.
• SQL knowledge, understanding of pixels or server-side tracking, or experience troubleshooting ad-platform integrations is a strong advantage.
• A strong investigative approach to solving problems, with the ability to go past the error message and identify the underlying cause, including the use of AI tools when helpful.
• Genuine interest in helping customers achieve business outcomes rather than only answering the exact question asked.
• Excellent written and spoken communication skills, with the ability to tailor explanations for marketers, engineers, and operators.
• Sound judgment and a customer-first mindset when recommending the most useful next step for the customer.
• Ability to learn quickly in a fast-moving AI-native environment where the product changes frequently.
• Capability to prioritize effectively when managing many customer issues at once.
• Experience with tools such as Intercom, HubSpot, or Jira is beneficial.

Values

• Customer obsession is central to the company’s mission and day-to-day work.
• Speed and rapid iteration are viewed as key competitive advantages.
• Honesty, direct communication, and trust are expected across the team.
• Curiosity and willingness to explore new ideas are strongly valued.
• Employees are expected to act with integrity, empathy, and respect.

Compensation

The base salary range for this role is $50,000 to $65,000 per year. The company notes that compensation bands are benchmarked against growth-stage businesses and adjusted by function, level, and location, with the listed range representing the target minimum and maximum across U.S. locations.

Additional Information

Triple Whale is an equal opportunity employer and is committed to maintaining an inclusive workplace for all employees.

The company invites people who want to help shape the future of ecommerce and thrive in a fast-paced environment.

If a referral was involved, the referring person must submit the application through the referral system for it to count officially.