Customer Support & QA Specialist Job Application

Company: SynkedUP 

Department: Customer Success 

Reports To: Director of Customer Success 

Location: Remote 

Employment Type: Full-Time 

Level: Entry-Level / Junior 

About SynkedUP 

SynkedUP is a SaaS platform built to help service-based businesses run smoother, more profitable operations. We pride ourselves on responsive, friendly support and a product that gets better with every release. As we grow, we’re looking for a customer-obsessed teammate who can help our users succeed and help our product team ship higher-quality software. 

Our Values 

Our values are the standard by which we run our company. Our values guide decisions, shape how we serve clients, and align our team. They’re not just words — they’re the foundation of how we grow and succeed. 

01 Innovate– We reimagine and tenaciously optimize ways to make contractors more profitable, enabling them to build better businesses. Innovating and developing reliable systems that help them control the business. To thrive, not just survive. 

02 Faith & Service– We believe in God, and we endeavor to steward the resources He’s given us with diligence. Operating with integrity. Striving to honor his Word, and treating all those we encounter as we’d like to be treated. 

03 Growth Mindset– We’re a team of high-performance individuals, constantly leveling up, seeking 1% gains every day. We exercise humility, seeking feedback and offering feedback. Relentlessly pursuing our calling and God-given gifts, living with the pain of discipline, and not the pain of regret. Problem solvers that come up with solutions, not excuses. 

04 Machine Builders– We don’t rise to the level of our goals, but we fall to the level of our processes. We’re process-driven, always optimizing to deliver the magic at scale. We believe repeatable processes in our operation deliver freedom for our team, and consistent results for our customers, enabling us to keep our promises. 

05 Leadership– We believe that fulfillment and meaning come from serving others. We put others first and help them achieve their fullest potential. We best serve each other when we call it the way it is, not sugar-coating communications. We care for the whole person and not just the business transaction. We build the people, and the people build the business. 

Position Summary 

The Customer Support & QA Specialist is a dual-purpose role on the Customer Success team. The primary responsibility is delivering quick, accurate, and friendly resolutions to customer issues through live support chats and related channels, as well as onboarding new customers by training them on the software and setting them up for success. The secondary responsibility is partnering with the Product team to provide quality assurance (QA) assistance — testing new features, validating bug fixes, and helping ensure we ship a polished product. This role reports directly to the Director of Customer Success. 

Primary Responsibilities — Customer Support & Onboarding (approx. 70%) 

• Actively monitor live support chats and respond promptly to incoming customer questions, issues, and requests. 

• Diagnose problems by asking clear, thoughtful questions and reproducing issues when needed. 

• Provide accurate, easy-to-understand resolutions in a friendly, professional tone. 

• Escalate complex or high-impact issues to the appropriate team members with thorough context and reproduction steps. 

• Document recurring issues, customer feedback, and feature requests to inform product priorities. 

• Contribute to and maintain the help center, internal knowledge base, and canned responses. 

• Track and follow up on open tickets to ensure no customer is left waiting. 

• Champion the customer experience by spotting trends and recommending improvements. 

• Onboard new customers by guiding them through initial software setup, configuration, and best practices. 

• Conduct training sessions (live and recorded) to help new users get comfortable with the platform and set them up for long-term success. 

• Proactively check in with recently onboarded customers to answer questions, reinforce training, and ensure adoption. 

Secondary Responsibilities — QA Assistance to Product (approx. 30%) 

• Test new features, enhancements, and bug fixes in staging environments before release. 

• Write and execute test cases based on product specs, acceptance criteria, and real-world customer scenarios. 

• Perform exploratory and regression testing across browsers and devices. 

• Reproduce and document customer-reported bugs with clear steps, screenshots, and environment details. 

• Log defects in the issue tracker with sufficient detail for engineers to act quickly. 

• Verify fixes once deployed and close out tickets in a timely manner. 

• Collaborate closely with Product, Engineering, and Support teammates to maintain a high quality bar. 

Qualifications 

Required: 

• 1–2 years of experience in a customer-facing role (support, success, service, retail, or similar). 

• Excellent written communication skills — clear, concise, warm, and professional. 

• Strong attention to detail and a methodical, problem-solving mindset. 

• Ability to manage multiple conversations and tasks simultaneously without losing accuracy. 

• Comfort working independently in a fully remote environment. 

• Reliable high-speed internet and a quiet, dedicated workspace. 

• Tech-savvy and quick to learn new software tools. 

Preferred: 

• Prior experience with SaaS support tools (e.g., Intercom, Zendesk, HubSpot, Help Scout). 

• Exposure to QA practices, bug tracking tools (e.g., Jira, Linear, GitHub Issues), or test case management. 

• Familiarity with service-based business operations (landscaping, HVAC, cleaning, or similar trades). 

• Basic understanding of how web applications work (browsers, dev tools, common error patterns). 

What Success Looks Like 

• Customers consistently report fast, friendly, and accurate help. 

• Support response and resolution times meet or exceed team targets. 

• Bugs reaching production are caught earlier through proactive QA participation. 

• Product releases are smoother thanks to thorough testing and clear bug reporting. 

• The knowledge base grows with high-quality, customer-tested documentation. 

Why SynkedUP 

• Fully remote work with a collaborative, supportive team. 

• Direct impact on the customer experience and product quality. 

• Growth path into deeper Customer Success, QA, or Product roles. 

• A team that values curiosity, ownership, and getting things right for the customer. 

How to Apply 

To apply, please submit all of the following: 

• Your resume. 

• A short cover letter describing why a hybrid Support + QA role excites you, and a time you turned a frustrated customer into a happy one. 

• A short video (under 3 minutes) where you introduce yourself and explain what great customer service means to you.