Customer Support Specialist

Customer Support
Remote
July 17, 2026
Full Time
Application ends: October 16, 2026
Apply Now

Job Description


Your mission

As the Customer Support Specialist at Bisly, you will be responsible for owning the quality, scalability, and day-to-day execution of Customer Support by running the L1 support operation with Forus, leading L2 escalations end-to-end, and maintaining the processes, knowledge base, and feedback loops that reduce time-to-resolution and prevent repeat issues, while ensuring clear, confident communication with customers and partners.

Key Responsibilities

As the Customer Support Specialist at Bisly, you will be responsible for:

  • Ensuring clear, consistent communication with customers, partners, and internal stakeholders;
  • Identifying recurring customer issues and sharing structured feedback with product, engineering and operations teams to support product and process improvements;
  • Running and continuously improving our level 1 support operations with external partner (ways of working, SLAs, quality);
  • Owning level 2 escalations through Jira, ensuring tickets are correctly categorized, prioritized, documented and followed through to resolution in coordination with internal teams and partners;
  • Maintaining and improving customer-facing support documentation, FAQs, internal knowledge-base materials and playbooks (triage, escalation, communication standards);
  • Tracking support performance metrics and driving improvements to speed up resolution and reduce repeat issues.

To succeed in this role, you’ll have

  • Strong experience in technical troubleshooting (ideally in building automation / BMS, IOT, HVAC, or similar systems);
  • Confidence in customer communication: setting expectations, de-escalating, and explaining technical topics clearly;
  • Experience with Jira or a similar ticketing system, including ticket management, escalation workflows, prioritization and cross-team coordination;
  • Proven ability to run support processes (triage, escalation paths, SLAs/OLAs, playbooks, quality assurance routines);
  • Experience working with an external support partner/vendor (handoffs, quality control, performance follow-up);
  • A structured approach to problem solving (root cause thinking, documentation, preventing repeat issues);
  • Strong written communication and documentation habits (tickets, runbooks, templates, incident updates);
  • Ownership mindset: you drive cases and improvements through to completion without needing heavy oversight.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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