Sr. Support Specialist
CertifID
Customer Service
United States
Posted on Jun 28, 2025
Cybercrime is rising, reaching record highs in 2024. According to the FBI's IC3 report total losses exceeded $16 billion. With investment fraud and BEC scams at the forefront, the message is clear: the real estate sector remains a lucrative target for cybercriminals. At CertifID, we take this threat seriously and provide a secure platform that verifies the identities of parties involved in transactions, authenticates wire transfer instructions, and detects potential fraud attempts. Our technology is designed to mitigate risks and ensure that every transaction is conducted with confidence and peace of mind.
We know we couldn’t take on this challenge without our incredible team. We have been recognized as one of the Best Startups to Work for in Austin, made the Inc. 5000 list, and won Best Culture by Purpose Jobs two years in a row. We are guided by our core values and our vision of a world without wire fraud. We offer a dynamic work environment where you can contribute to meaningful impact and be part of a team dedicated to enhancing security and fighting fraud.
The Senior Support Specialist at CertifID will have a unique opportunity to join a driven team at a fast-paced SaaS startup and will be key in propelling our organization into its next phase of growth. This person will move gracefully through a high-octane environment, have intense intellectual curiosity, and be an analytical problem solver who craves challenges.
CertifID is bringing a disruptive product to the market, and you will take accountability for building genuine relationships with our customers while providing prompt, courteous, and accurate support via various channels. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. You take pride in the delivery of proactive and helpful assistance and are excited to share your insights and learnings with the team.
Responsibilities
- Handle inbound support inquiries via phone, email, and chat that range in complexity from “how-to” questions up to involved debugging to track down operational anomalies
- Work to resolve high-priority or high-urgency tickets. Work with customers to troubleshoot issues, identify workarounds, and provide lasting resolutions
- Triage a wide range of requests, prioritize support issues to handle the most critical problems first
- Maintain a speedy response time and a happy customer rating, taking pride in achieving a high service level while continually focusing on process improvement.
- Develop and foster customer relationships by providing functional and technical support for products.
- Be on the frontline of fighting fraud by looking for suspicious behavior, noticing red flags, and working to escalate to the Trust and Safety team to investigate
- Become an internal SME on CertifID Products and solutions, able to clearly communicate the inner workings of our product externally and internally.
- Work with your team to maintain and contribute to the knowledge base and ensure that relevant content can be easily surfaced.
- Helped develop and improve methodologies and processes to assess issues and provide adequate solutions effectively.
- Work closely with sales, success, product, and marketing to communicate root causes for customer success or failure and drive product enhancement and development requirements.
- Maintain and aspire to exceed team and company goals, including maintaining high levels of customer retention and customer satisfaction
What You Will Need:
- At least 3+ years of product support experience, preferably in a support analyst or technical support position at a SaaS company
- Familiarity with Zendesk and Gainsight(or another CSM tool) is a plus!
- Ability to troubleshoot software-specific problems and resourcefulness in obtaining information from users
- Ability to use strong problem-solving skills, quick thinking, and use of independent judgment when making decisions that have an impact on customers
- A customer advocate mindset and a big picture understanding of business goals and policies.
- You are an excellent teammate with a consistent record of excelling in fast-growing environments and taking initiative.
- Ability to clearly and concisely articulate technical matters to all customers
- Growth mindset, task risks, and champion new initiatives
- Strong social and interpersonal skills
- Strong organizational skills with an ability to manage time and resources effectively
- Excellent communication skills, both verbal and written
- You can easily engage both technical and non-technical personnel at various levels, i.e., entry-level to executive
Benefits
- Competitive Pay
- Competitive PTO
- Equity
- Wellness Benefit
- No work on your birthday
- Hybrid work environment
- Health, Dental, and Vision Insurance
- 401 (k) with matching
- Life Insurance
- We aim to meet or lead the market and use Carta Total Compensation to benchmark our roles. Starting salary for this position will be shared during the first screening call.
Change doesn't happen overnight, and the same goes for us here at CertifID. We PROGRESS collectively and individually as we grow, abiding by our core values. Protect the Customer, Raise the Bar, Operate with Urgency, Grow with Grit, Ride the Wave, Enthusiasm Spreads, Stay Connected, Send It.