Customer Support Specialist - East Coast - USA

About Us

SourceWhale is the leading AI native Recruitment Productivity Platform for increasing conversations, whilst making recruiters’ lives better through enabling them to do more with less. We integrate with everything that recruiters use day to day: CRM’s, emails, data providers etc - and with our best-in-class product, we are on a mission to be a leader in the Recruitment Technology space.

Please note - Applicants for this role must be based on the East Coast

Why Us?

We’re a team of seriously talented, positive individuals and we invest heavily in our people - you won’t feel like a number here!

This is an opportunity to join an agile tech startup that is growing faster than any other company in our space. We are completely profitable and have built an incredible product - just see our G2 reviews!

As our Customer Support Specialist, you will be at the centre of the customer experience, providing technical support and collaborating with different teams to improve the product.

Reporting directly into the UK Support team lead, this is an opportunity to join a newly formed team with a clear remit and investment, united by a shared goal: our clients’ success with SourceWhale!

Day in the Life

Core support responsibilities

• Owning inbound support conversations in Intercom, from first response through to resolution and follow-up.
• Diagnosing and troubleshooting technical issues such as integrations, sync issues and data discrepancies.
• Reproducing issues reliably and capturing high-quality technical detail
• Communicating clearly with customers via chat, email, phone or video calls setting expectations and providing timely updates.
• Working cross-functionally with Product and Engineering to escalate issues, validate fixes and improve the product.

Proactive improvement responsibilities

• Identifying recurring themes and pain points, collecting customer feedback, and helping guide prioritisation of product improvements.
• Creating and updating Intercom articles and FAQs to support automated customer support.
• Improving internal troubleshooting playbooks and support processes to increase speed and consistency.
• Continuously building your knowledge of our products, integrations, and the recruitment tech ecosystem.

Examples of issues you’ll work on

• CRM/ATS integrations: connection issues, permissions, field mapping, and sync behaviour.
• Data issues: duplicates, missing records, incorrect values, and import/export problems.
• API issues: authentication/authorisation errors, rate limits…
• Browser/environment issues: extensions, cookies/cache and user permissions.

What success looks like

• Become highly effective in the SourceWhale product and core integration flows.
• Own tickets end-to-end with clear customer communication and consistent follow-ups.
• Produce high-quality escalations that reduce back-and-forth with Engineering.
• Help reduce repeat issues through documentation, improved workflows, or clear product feedback.

Who You Are

• Customer Success or Support experience in the SaaS startup space
• Experience working in a customer support capacity.
• Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences
• Strong listening and problem solving skills
• Ability to work with multiple ongoing priorities and live projects
• Ability to work cross-functionally with distributed remote teams in a startup environment
• Driven and proactive approach with a strong willingness to learn

What Sets You Apart

• Experience troubleshooting integrations
• Experience working for a Recruitment Technology company
• Previous Recruiting experience would be a plus
• Strong presentation skills
• Strong technical acumen

What’s in it for you?

At SourceWhale, we champion a culture built on transparency, trust, and flexibility. Open communication is our norm, and everyone’s voice truly matters.

We're committed to continuous improvement, actively seeking feedback and encouraging innovation.

We completely understand the importance of work-life balance and truly care about our employees offering the following benefits:

• 25 days PTO (not including federal holidays)
• Macbook + any extra tech or software necessary for your role.
• Remote first business with flexible working arrangements.
• WeWork Global Access Pass.
• Competitive health, dental, and vision packages, including two medical plan options with $0 premiums for employees.
• Extended mental health cover and Employee Assistance Programme (EAP).
• Compassionate leave policy.
• Company trips such as Miami & New York.
• First hand experience of a startup - huge ability to make an impact!