Senior Customer Support Specialist

Description

Hi 👋 I’m Emilia, Customer Support Team Lead here at Pinpoint.

We’re a high-growth HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place—with a mature product, rapid growth, strong product-market fit, and happy customers.

Behind that success is a support team that treats every interaction as part of the product experience. We keep response times low (sub-2-minute first response on live chat) and customer satisfaction high. As more customers join Pinpoint, we’re adding a Senior Customer Support Specialist to help us maintain that standard.

The fine print (but a bit more exciting) :

• This is a remote role based in the US (EST only), with a few optional in-person team meetups each year. Our HQ is in Jersey, and our 80-person team is spread across the UK and US.
• This isn’t your average support role — and if your background is mostly phone-queue, script-driven, or “send a help-center link” support, this won’t be the right fit. Our customers expect fast, human, thoughtful answers written conversationally and with real ownership.
• You’ll be working in a high-volume, chat-first environment (100+ tickets per week), where you’re expected to investigate issues, replicate bugs, understand how the platform works, and keep customers updated—not just pass tickets to another team.
• You’ll operate in a consultative model, asking smart questions, guiding customers through workflows, and handling multi-step issues like mini-projects.
• We don’t operate on Level 1 / 2 queues. You’ll own issues end-to-end, managing escalations thoughtfully and keeping customer context across multi-day investigations.
• You should be technically curious, comfortable learning a deep SaaS product, and confident handling escalated or ambiguous cases end-to-end while staying calm under pressure.
• Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions.

About the Role

Tech stack : Intercom, Linear, Google Suite, Slack, HubSpot.

About You

Technically curious and resourceful — comfortable digging into how things work, investigating odd behavior, reproducing issues, and partnering with engineering when needed (You don’t need to code, but you should enjoy figuring things out.)

💡 Huge bonus if you :

What We Offer

We want Pinpoint to be the best place you’ve ever worked —somewhere you feel valued, supported, and excited to grow. Here’s what you’ll get :

A detailed overview of our benefits can be found here .

We’re changing the way companies hire, and rewriting the rules of recruitment.

We’re a high-growth HR tech company building software that makes hiring faster, fairer, and more human — fixing the broken processes that make it hard for great candidates and great companies to find each other.

We started in 2018, bootstrapped our way to 500+ customers and $5M ARR, and raised private equity funding in 2023 to accelerate our next stage of growth. Today we’re a 90-person team across the U.K. and U.S., serving more than 1,000 organizations worldwide. We continue to scale quickly and sustainably on sensible unit economics — no layoffs required — because we’re building for the long term, not the next funding round.

Our product is deep and configurable enough to handle complex hiring workflows, yet simple enough for teams to love using every day. That balance — between power and usability — is what makes Pinpoint unique. We back it up with genuine care — fast (under 90 seconds), human support and honest answers, every time.

Our culture is defined by genuine transparency — from the CEO down — and a shared set of values that guide how we work. We’re a team of high-ownership people who move fast, figure things out, and hold ourselves to a high bar for respect and kindness.

If you’re looking for a place where you can move quickly, solve meaningful problems, and work with kind, smart people — and want to help change the way companies hire — this is the place to do it.