Support Specialist

About Us

At AdsX, we believe that everyone—not just engineers—should have the ability to create software. Our products serve tens of millions of users monthly, with 50,000+ active teams experiencing consistent double-digit growth. Our latest product, Zite, launched in April 2025, is our fastest-growing offering and, along with our no-code builder Fillout, has the potential to revolutionize software creation across numerous industries.

Supported by over 20 leading investors, including prominent figures from Figma, GitHub, Lattice, and Linear, our fully remote, lean, and ambitious team prioritizes high-quality product development and enjoys a dynamic, fast-paced work environment. We gather periodically for in-person events such as hackathons.

Role Overview

We are seeking a founding Support Specialist to oversee and elevate our growing customer support team for Fillout. This senior position combines strategic leadership with hands-on execution to deliver world-class customer experiences, aiming to rank in the top 1% of SaaS support.

Key Responsibilities

• Lead and mentor a high-performing, globally distributed support team, establishing clear career progression paths and fostering professional growth.
• Enhance key support metrics including customer satisfaction (CSAT), response times, backlog management, and issue resolution duration by developing streamlined processes.
• Systematically collect and communicate customer feedback to product and engineering teams, ensuring the customer voice influences product development.
• Develop and maintain comprehensive training materials, playbooks, response templates, and knowledge bases to enable scalable, efficient support delivery.
• Collaborate extensively with product, engineering, and go-to-market teams to tackle complex problems, influence feature prioritization, and establish scalable operational processes.
• Drive innovation by integrating AI-based automation and intelligent routing solutions to improve efficiency while preserving personalized service quality.

Required Qualifications

• Minimum of 6 years experience in technical customer support or success roles with SaaS products.
• At least 3 years of leadership experience managing high-performing support teams.
• Ability to balance strategic vision with active, hands-on involvement in team operations.
• Strong operational expertise including the establishment of data-driven workflows, analytics-informed decision-making, and accurate capacity planning.
• Interest and preferably experience in leveraging AI technologies to advance customer support, with bonus points for familiarity with Intercom FinAI.
• Adaptability and resilience thriving within fast-paced, continuously evolving environments.

Additional Information

As a fully remote company, we welcome talented individuals from any location. We offer comprehensive medical, dental, and vision insurance benefits. Currently, we do not have the capacity to support internship positions.