Northbeam · 16 hours ago
Lead Support Specialist
United States
Full-time
Remote
Mid, Senior Level
$100K/yr - $140K/yr
3+ years expNorthbeam is building the world's most advanced marketing intelligence platform, providing top eCommerce brands a unified view of their business data. The Lead Support Specialist role is crucial in ensuring quality customer support and addressing complex customer issues while collaborating with various teams to improve support systems and processes.
Artificial Intelligence (AI)Information TechnologyMachine Learning
Responsibilities
Act as the primary point of contact for customer inquiries and internal support tickets from client-facing teams via email, recorded screenshares, live video calls, and internal channels
Handle complex, high-context customer issues that require investigation, explanation, and coordination across teams
Work directly with customers to troubleshoot setup, data health issues, and product-related questions
Identifies educational gaps in how customers understand the platform and works to close those gaps through documentation, product changes, improved onboarding, or better explanations
Collaborates closely with Customer Success, Product, and Engineering—working cross-functionally without needing deep backend expertise—and understands when to escalate technical or product-level issues with clear context and detailed reproduction steps
Proactively recommend and help implement improvements to support workflows, documentation, tooling, or handoff processes
Surface patterns in customer pain points and provide actionable feedback to Product and Engineering
This role will help shape how support operates and scales over time
Qualification
Required
3+ years of experience in Customer Support, Technical Support, or Customer Success
Experience supporting Software as a Service (SaaS) products
Background or working knowledge of digital marketing, analytics, or marketing technology
Experience working directly with customers in a fast-paced, high-touch environment
Excellent written and oral communication skills, with the ability to adapt messaging for technical and non-technical audiences
Strong ability to explain complex or technical concepts in clear, easy-to-understand language
Proficiency in Microsoft Office Excel (for example: VLOOKUPs, SUMIFs, and similar functions)
Strong analytical and problem-solving abilities
Strong organizational and time management skills
Comfortable operating with ambiguity, limited structure, and evolving processes
Ability to manage multiple customer conversations and priorities simultaneously
Benefits
Equity package
Comprehensive healthcare benefits (medical, dental, and vision)
401(k) plan
Flexible PTO policy
12 company-paid holidays
12 weeks of paid parental leave
$500 work-from-home stipend
Company
Northbeam
Northbeam is a platform for marketing measurement that uses machine learning for DTC and ecommerce brands.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$30MKey Investors
HighPost Capital,Silversmith Capital PartnersSilversmith Capital Partners
2025-08-11Series Unknown· $15M
2022-08-16Series A· $15M
Leadership Team
Austin Harrison
Chief Executive Officer
Dan Huang
Chief Technology Officer
Recent News
Destination CRM
2025-12-05
Company data provided by crunchbase