Customer Service Specialist

Job Title: Customer Support SpecialistCompany: FridayLocation: In-officeJob Type: Full-timeAbout FridayFriday is a payroll and time tracking platform built to simplify team management for small businesses. We help business owners run payroll, track time, manage employees, and stay organized without the usual headaches.Position OverviewWe are looking for a Customer Support Specialist to help our clients with questions, issues, and day-to-day support needs. This person will be one of the main points of contact for customers and will play a big role in creating a smooth, helpful, and reliable experience.This role is for someone who is patient, sharp, organized, and knows how to communicate clearly. You should be comfortable solving problems, explaining things simply, and making sure clients feel taken care of.Key ResponsibilitiesRespond to customer questions by email, phone, and chatHelp clients with payroll, time tracking, account setup, and general platform questionsTroubleshoot issues and guide clients toward resolutionEscalate more advanced problems to the right department when neededKeep detailed and accurate notes on customer interactionsFollow up with clients to make sure issues are fully resolvedWork closely with internal teams including operations, onboarding, tax, and productIdentify recurring customer issues and share feedback to improve the product and support processMaintain professionalism, empathy, and urgency in all client communicationQualificationsStrong written and verbal communication skillsStrong problem-solving skills and attention to detailAbility to stay calm and organized under pressureCustomer service or support experience preferredComfortable using software, CRMs, and support toolsAbility to learn payroll and time tracking concepts quicklyTeam player with a strong sense of ownership and accountabilityPreferred ExperienceExperience in payroll, HR, SaaS, or time tracking softwareExperience supporting small business clientsFamiliarity with ticketing systems and customer support workflowsWhat Success Looks LikeCustomers get fast, clear, and helpful responsesIssues are handled accurately and efficientlyEscalations are organized and well documentedClients feel supported and confident using FridayYou help improve both the customer experience and internal processesWhy Join FridayBe part of a growing company helping small businessesWork in a fast-paced environment where your work mattersOpportunity to grow with the company and take on more responsibilityHelp shape the support experience at a company focused on simplicity and service

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