Customer Support Specialist

Hi! We’re Craftybase, a growing B2B SaaS startup in the manufacturing and inventory management space. We help small DTC makers keep track of their materials, products, and orders so they can grow their businesses profitably.

We’re a small, early-stage company. In early 2021, we were accepted into the TinySeed accelerator program & raised seed funding.

We are profitable and growing, and it's an exciting time to join our team. We've put a lot of attention and hard work into our product, and we think we've built the absolute best inventory system for small makers—our thousands of happy customers agree.

We are seeking a highly motivated Support & Knowledge Base Specialist to join our team.

The Role

As our Customer Support & Education Specialist, your primary focus will be delivering exceptional support to Craftybase users by resolving customer inquiries and ensuring a seamless user experience. You will also play a critical role in maintaining and enhancing our Knowledge Base, as well as creating educational content such as video tutorials and guides to empower our users.

Your main responsibility will be handling support tickets. Additional tasks will focus on managing our Knowledge Base and contributing to the development of customer education materials.

This is a full-time remote role.

Why YOU Should Apply

This role is perfect for someone passionate about customer service and education. You’ll have the opportunity to help shape our support processes, while also developing educational resources that empower users to get the most out of Craftybase.

We aim to deliver authentic, accurate, and empathetic support to our user base. Our goal is to "go beyond the question" to provide delightful customer experiences and maximize customer retention. We are not in the business of delivering robotic, AI-driven, or KPI-centric replies.

If you enjoy working in a fast-paced, dynamic environment and want to make a meaningful impact on both support and education, this is the perfect role for you.

Responsibilities and Day-to-Day

As a small company, we sometimes must wear more than one hat. If you enjoy combining customer support with content creation, this role will be a great fit.

Here are some of the key parts of the role:

Customer Support:

• Deliver empathetic and efficient support by managing support tickets and resolving customer issues in a timely manner.
• Troubleshoot and resolve complex problems related to Craftybase’s features and integrations, offering clear, actionable solutions to users.
• Escalate and follow up on advanced technical issues to ensure timely resolutions and excellent customer satisfaction.
• Proactively identify user pain points and offer tailored solutions to improve their Craftybase experience.
• Provide flexible support beyond email, including Zoom and live chat sessions.

Knowledge Base Management:

• Maintain and improve the Craftybase Knowledge Base, ensuring it is accurate, up-to-date, and filled with relevant content.
• Identify gaps in customer education and create new articles to address these needs proactively.
• Collaborate with the product and support teams to ensure the Knowledge Base aligns with the latest product features and addresses user feedback.

Video Production & Educational Materials:

• Produce high-quality video tutorials, product demos, and training materials in collaboration with the customer success team.
• Ensure video content is concise, visually engaging, and focused on solving specific user problems or demonstrating key product features.
• Manage video content for onboarding, feature walkthroughs, and customer support resources.

Requirements

• Proven experience in a customer support role within a SaaS or tech environment.
• Excellent written communication skills with a focus on customer empathy and clarity.
• Strong troubleshooting skills, with the ability to explain complex concepts in user-friendly terms.
• Experience managing or editing a Knowledge Base or similar resource.
• Organizational skills to balance support tickets, Knowledge Base management, and video production responsibilities.

Bonus Skills

• Advanced video editing experience.
• Interest in inventory management, product tracking, or Craftybase’s core features.
• Experience working in customer success or technical implementation roles.

Benefits of Joining Our Team

• 100% fully remote role.
• Become a key member of a small team achieving big things.
• Long-term contractor role (we’ll treat you like a full-time employee).
• Equipment provided.
• Generous leave policy: 20 days holiday leave + 10 days personal leave + 10 days of public holidays of your choice.

Like to apply?

Send us a message with your CV and/or LinkedIn profile, along with a quick intro about yourself and why you'd like to work for us. From here, we'll be in touch to chat further if we feel you are a good match for our team.