Support Specialist
Job description
A remote Support Specialist role at Coefficient, a SaaS startup, focused on resolving customer issues with its Google Sheets and Excel add-ons and integrations. The position is for someone based in the Philippines, with working hours aligned to USA business hours.
At a glance
- Work mode
- Remote · Philippines
- Languages
- English – fluent
What you'll do
- Resolve a high volume of customer requests through email, live chat, and shared Slack channels, in clear, friendly written English.
- Troubleshoot tier 1 and tier 2 issues with Coefficient's Google Sheets and Excel add-ons, including data imports, scheduled refreshes, formula errors, and write-backs to source systems.
- Diagnose connection and sync problems with business systems such as Salesforce, HubSpot, and SQL databases, including authentication, permissions, and field mapping.
- Reproduce bugs and escalate them to Engineering and Product with clear steps, screenshots, and relevant details.
- Work through unfamiliar, one-off problems independently, using documentation, testing, and internal resources to find a solution.
- Recommend both immediate fixes and longer-term improvements, such as product feedback, process changes, or new help content.
- Document every request thoroughly and flag recurring issues and trends to Support leadership.
- Write and update Help Center articles based on common questions and new features.
What we're looking for
- 4+ years supporting customers of a B2B SaaS product, troubleshooting software, integrations, and data issues for business users, usually in writing via email and chat.
- Advanced Google Sheets or Excel skills, comfortable with XLOOKUP/VLOOKUP, INDEX/MATCH, QUERY, pivot tables, array formulas, and nested IF logic, and able to debug formulas someone else built.
- Experience troubleshooting software integrations or data issues, such as sync errors, permission problems, or mismatched records between systems.
- Excellent written English, with the ability to explain technical issues clearly and concisely to US-based business users.
- Proven ability to handle a high volume of tickets across email and chat while maintaining high response quality.
- Customer-focused: understand what the customer is trying to accomplish, not just the error they reported.
- Independent problem solver: dig into unfamiliar issues using documentation and testing before escalating, and know when to ask for help.
- Organized under pressure: prioritize the highest-impact issues first and stay calm when things are urgent.
Nice to have
- Hands-on experience with Salesforce or HubSpot, especially as an admin or power user.
- Working knowledge of SQL.
- Experience with Zendesk or a similar ticketing tool.
- Experience with Google Apps Script or VBA.
- Prior support experience at a data, analytics, or integration product.
- Bachelor's degree in Business, Information Systems, Computer Science, or a related field, or equivalent hands-on experience.
- Experience in a high-volume support environment at a SaaS company, ideally for a product that connects to other business tools or handles customer data.
Your team
Support
Benefits
Medical Benefit Stipend: A healthcare stipend that supports your medical coverage and lets you choose the plan that works best for you.
Generous Paid Time Off (PTO): We value balance and encourage you to take the time you need to rest, recharge, and show up as your best self.
Professional Development Stipend: We invest in your growth. Use your stipend for courses, certifications, conferences, or other learning that helps you advance your career.
- Competitive Salary: Strong, market-based pay that reflects your skills, experience, and impact.
- Company-Provided Computer: The equipment you need to do your best work.
Apply
About Coefficient
Unleash the power and flexibility of spreadsheets across all of the data in company systems
Coefficient is a VC-backed SaaS startup based in the SF Bay Area building a remote-first company. It provides a no-code solution that enables business teams to access their company data in real time directly from their spreadsheets and make it actionable across the organization, whether data lives in business applications, databases, data warehouses, or business intelligence solutions.
Key facts
- SF Bay Area
- SaaS
- VC-backed SaaS startup
- Remote-first company
- Founders are serial entrepreneurs whose last startup, Shopular, was backed by Y Combinator and Sequoia and acquired by Rakuten Ebates
What they value
- Smart
- Driven
- Curious
- Collaborative