Intro

We're expanding our Customer Success team and looking for a Support Specialist who wants real ownership over their work.

You'll have a seat at the table early — your input will shape how this function operates as we grow.

You'll work closely with partners across the company, contributing to decisions that shape both the team and the product.

About the team

The team is a mix of senior and mid-level practitioners who collaborate daily and review each other's work closely.

Customer Success at Nimbus Labs is a small, tight-knit group that values craftsmanship and clear thinking over busywork.

Candidate Responsibilities

Document common issues and contribute to the knowledge base
Triage and resolve inbound support requests
Advocate for customer needs internally
Build onboarding plans for new customers

Candidate Profile

Excellent written and verbal communication
A calm, empathetic approach to problem solving
2+ years in a customer-facing role
Comfortable managing multiple priorities under pressure

Nice to have

Prior experience in SaaS customer success
Experience with a helpdesk tool (Zendesk, Intercom, or similar)
Basic SQL for pulling account data

Recruiting Process

Our hiring process starts with a short online screening test tied to this posting — usually under 16 minutes — so you can demonstrate your skills directly instead of relying on a generic application.

If you pass the test(s) attached to this role, your application moves straight to our hiring team for review, typically within 2 business days.

From there, expect two to three conversations with the team and hiring manager, followed by a decision and offer. We aim to keep the whole process under 3 weeks from start to finish.

Support Specialist (Customer Success)