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Replit is an agentic software creation platform that enables anyone to build applications using natural language. The company is democratizing software development by removing traditional barriers to application creation, serving millions of users worldwide.
As a Support Specialist, you will be at the forefront of helping developers create on Replit. You'll handle customer support across billing questions, account management, and product usage. Your responsibilities include:
- Work directly with Replit customers via support tickets to solve account, billing, and product issues while meeting daily ticket volume and resolution time targets
- Collaborate with the Support team to gather and communicate user patterns and feedback to Product and Engineering teams
- Contribute to and maintain the Support team's Knowledge Base
- Own and manage escalated customer interactions that are complex, sensitive, or high-impact, driving resolution across stakeholders
- Help shape and refine support processes as the team and product grow
You'll work on a small, global support team using tools like Zendesk, Linear, Slack, Stripe, Orb, and Replit itself. The role requires working in-office Monday, Wednesday, and Friday at the Foster City headquarters.
REQUIREMENTS:
- 4+ years of customer support experience
- Experience with support platforms (Zendesk), payment systems (Stripe, Orb), and ticketing workflows
- Excellent communication skills and proactive approach to asking questions and resolving ambiguity
- Ability to work efficiently in fast-paced, high-volume support environments
- Strong time management and ticket triage skills
- Comfortable working in a metrics-driven environment
- Able to work independently while collaborating effectively with cross-functional teams
NICE TO HAVE:
- Background in B2B SaaS customer success or support
- Has used Replit in the last 3-6 months
- Experience with AI tools (Claude, ChatGPT, etc.)
