Customer Support Specialist II

About Spectora

Spectora is the leading SaaS property inspection platform on a mission to transform property ownership, starting with inspections. We serve as the trusted technology partner for inspectors across the country, helping them build and scale successful businesses through our all-in-one platform. 

With a decade-long track record and market-leading position, we touch about half of all property sales in the United States. Our flagship product is an all-in-one business solution that helps inspectors conduct and share inspections, manage and automate their operations, and market their business. 

We’re proud to be the market leader in the home inspection space, an achievement made possible by our relentless focus on our customers, product, and team. Today, we’re not just competing in the industry, we’re helping elevate it by simplifying complex processes, innovating with cutting edge technology, and empowering inspectors and property owners alike in what matters most.

And we win because of our people.

Our culture is powered by a high-energy, hilarious team who bring both IQ and EQ to the table. We push ourselves and each other to grow in our work and as humans, and we’re serious about being the best versions of ourselves without taking ourselves too seriously. Spectora is a genuinely exceptional place to work (if we do say so ourselves).

About the Position

We're seeking a Customer Support Specialist II to join our fast-paced, high-energy support team! You'll be on the front lines delivering exceptional support to home inspectors through high-volume live chat, technical troubleshooting, and product guidance. Think: rapid-fire problem-solving and helping inspectors succeed with our platform every single day.

You'll work with a collaborative, supportive team that thrives under pressure, celebrates wins together, and genuinely loves helping people get unstuck.

This position reports to the Customer Support Lead.

This is a remote role, open to candidates across the US. If you're local to Denver or Asheville, hybrid or full-time in-office is available to you, and we'd love to have you. Our CS team gets together in person twice a quarter! We're hiring two full-time team members for the shifts listed at the bottom of this application page.

Core Responsibilities

• Provide excellent customer service through chat, email, and calls with customers.
• Diagnose and resolve technical software issues through real-time troubleshooting.
• Manage 5+ concurrent chats while ensuring quick response times and maintaining quality and high customer satisfaction. 
• Identify upsell opportunities and connect customers with solution specialists.
• Accurately document and track bug reports, feature requests, and support issues.
• Own and resolve customer inquiries end-to-end, looping in developers or senior team members when necessary.
• Maintain high engagement and responsiveness on Intercom and Slack.
• Handle scheduled demos and support calls with paying users, providing product guidance and technical assistance
• Follow through on assigned tasks, proactively checking in with leadership and team members.
• Stay engaged in company culture by participating in team meetings, Slack channels, and mentorship opportunities.

Who You Are

We encourage you to apply even if you don't meet every bullet point. We are people, not checklists, and we hire as such!

• You have 2+ years of customer or technical support experience in SaaS or B2B, ideally in a chat-based environment where you've handled technical troubleshooting, product questions, and bug reporting.
• You're a strong communicator who can explain complex ideas simply, read the room, and adjust your approach when something isn't landing. You keep messages clear and solutions-focused without losing your personality.
• You're tech-savvy with strong technical troubleshooting skills. You can quickly diagnose software issues, determine the best path forward, and know when to escalate vs. resolve independently. You're comfortable navigating support tools across different browsers and devices. Experience with Intercom, Zendesk, HubSpot, Linear, Stripe, or using AI tools to work smarter (without losing the human touch) is a plus.
• You have excellent time management and multitasking abilities - managing your queue of chats, scheduled calls, and assignments without dropping the ball is second nature to you.
• You're a true team player who's not afraid to jump in midstream or collaborate on a chat when it helps create a better experience for our inspectors and for each other.
• You're adaptable and proactive. Things change fast here, from product updates to process tweaks. You take the initiative to stay informed, approach changes methodically, and think a step ahead to provide the most effective and well-rounded support possible.
• You're empathetic but direct, able to see things from the inspector's perspective while confidently communicating the "why" behind company decisions. You understand that inspectors depend on our platform as their competitive advantage, and every interaction is an opportunity to build trust through transparency and follow-through.
• You bring personality and positivity to the team, showing up authentically and contributing to our collaborative, supportive culture.

Industry know-how is a plus! Experience in real estate, home inspection, or contracting helps you connect faster with our users and understand their world.

How You'll Live Our Values

Inspector Empowerment: You're focused on helping inspectors do their best work – whether that's troubleshooting technical issues, providing guidance on how to maximize the platform, or advocating for their needs across the company. You solve real problems and champion their success while maintaining professional boundaries.

Excellence in Execution: You deliver support that reflects our commitment to quality. Every interaction you handle, every issue you resolve, and every solution you provide demonstrates the consistency, predictability, and reliability that inspectors depend on.

Trust is Earned, Not Claimed: You build relationships grounded in transparency and follow-through. Even when things get complicated, you communicate clearly, honor your commitments, and assume positive intent.

Our current need is for the following work shifts: