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). Our HQ is in Jersey, and our 80-person team is spread across the UK and US
• This isn't your average support role. If your background is mostly phone-queue, script-driven, or "send a help-center link" support, this won't be the right fit—and if your examples of "technical issues" stop at password resets or cache clears, this role will likely feel like a stretch
• You'll work in a high-volume, chat-first environment (100+ tickets per week), but we're not optimizing for speed alone. Success is measured by how well you triage, investigate, and follow issues through—not how fast you close tickets
• We don't operate on Level 1 / 2 queues. You'll own issues end-to-end : investigating problems, replicating bugs, understanding how the platform works, and keeping customers updated across multi-day cases—without relying on rigid scripts or handoffs
• You should be technically curious, comfortable learning a deep SaaS product, and confident handling escalated or ambiguous cases while juggling multiple conversations at once
• 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.

Founded in 2018, we bootstrapped our way to 500+ customers and $5M ARR before raising private equity funding in 2023 to support 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 scale deliberately, with sensible unit economics and no layoffs, because we’re building for the long term—not the next funding round.

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

Our culture is built on genuine transparency and values we actually use to make decisions. Even as we’ve moved past early-startup noise, everyone here still shapes how we operate—taking ownership, staying curious, and solving problems proactively. As we scale, we balance structure with flexibility while holding ourselves to a high bar for respect and kindness.

If you want to move quickly, solve meaningful problems, and work with kind, smart people—while helping change the way companies hire—this is the place to do it.