Customer Support Specialist

About the Company: At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections. The Role You'll Play As a Customer Support Specialist, you’ll help customers get the most from Kite by resolving technical product questions across multiple support channels. You’ll combine advanced product knowledge, thoughtful communication, and effective troubleshooting to create a positive customer experience, even when issues are complex or time-sensitive. Deliver technical product support through email, chat, web forums, and outbound phone calls Manage a high volume of customer contacts while providing attentive, high-quality support Investigate and resolve complex questions related to Kite’s software, services, and product features Follow up on callbacks and open cases to ensure customers receive timely, accurate resolutions Escalate issues to higher-level support teams or management when needed and route cases to the appropriate support level Use Knowledge-Centered Support processes to answer questions accurately and maintain internal knowledge bases Document customer interactions, troubleshooting steps, and outcomes in applicable systems    The Experience You’ll Bring 2+ years of customer service or call center experience, preferably including experience as a Customer Support Associate Previous experience supporting a SaaS product Ability to manage a high volume of email and chat conversations while communicating comfortably by phone and social media Strong verbal and written communication skills, with the ability to make complex information clear and understandable Experience troubleshooting complex customer issues with patience, confidence, and professionalism Active listening skills and a curious approach to understanding customer needs and identifying effective solutions Ability to learn new products, technical concepts, industry practices, and support processes quickly Strong relationship-building, prioritization, and time-management skills, including the ability to navigate high-tension situations thoughtfull Have we piqued your curiosity? Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes. The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics. By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at The Company, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our California Applicant Privacy Notice or International Applicant Privacy Notice (as applicable). Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.