Customer Support Specialist II About Spectora Spectora is the leading SaaS property inspection platform on a mission to transform property ownership, starting with inspections. We serve as the trusted technology partner for inspectors across the country, helping them build and scale successful businesses through our all-in-one platform. With a decade-long track record and market-leading position, we touch about half of all property sales in the United States.

Our flagship product is an all-in-one business solution that helps inspectors conduct and share inspections, manage and automate their operations, and market their business. We’re proud to be the market leader in the home inspection space, an achievement made possible by our relentless focus on our customers, product, and team. Today, we’re not just competing in the industry, we’re helping elevate it by simplifying complex processes, innovating with cutting edge technology, and empowering inspectors and property owners alike in what matters most.

And we win because of our people. Our culture is powered by a high-energy, hilarious team who bring both IQ and EQ to the table. We push ourselves and each other to grow in our work and as humans, and we’re serious about being the best versions of ourselves without taking ourselves too seriously.

Spectora is a genuinely exceptional place to work (if we do say so ourselves). Want to hear about our culture directly from the team? ⏭ Watch here About the Position We're seeking a Customer Support Specialist II to join our fast-paced, high-energy support team!

You'll be on the front lines delivering exceptional support to home inspectors through high-volume live chat, technical troubleshooting, and product guidance. Think: rapid-fire problem-solving and helping inspectors succeed with our platform every single day. You'll work with a collaborative, supportive team that thrives under pressure, celebrates wins together, and genuinely loves helping people get unstuck.

This position reports to the Customer Support Lead. This is a hybrid role based in Denver, CO with two in-office days (Tuesday/Wednesday) once a month but we encourage coming in more to connect and collaborate! We're hiring two full-time team members for the shifts listed at the bottom of this application page.

Responsibilities

Provide excellent customer service through chat, email, and calls with customers. Diagnose and resolve technical software issues through real-time troubleshooting. Manage 5+ concurrent chats while ensuring quick response times and maintaining quality and high customer satisfaction.

Identify upsell opportunities and connect customers with solution specialists. Accurately document and track bug reports, feature requests, and support issues. Own and resolve customer inquiries end-to-end, looping in developers or senior team members when necessary.

Maintain high engagement and responsiveness on Intercom and Slack. Handle scheduled demos and support calls with paying users, providing product guidance and technical assistance Follow through on assigned tasks, proactively checking in with leadership and team members. Stay engaged in company culture by participating in team meetings, Slack channels, and mentorship opportunities.

Who You Are

We encourage you to apply even if you don't meet every bullet point. We are people, not checklists, and we hire as such! You have 2+ years of customer or technical support experience in SaaS or B2B , ideally in a chat-based environment where you've handled technical troubleshooting, product questions, and bug reporting.

You're a strong communicator who can explain complex ideas simply, read the room, and adjust your approach when something isn't landing. You keep messages clear and solutions-focused without losing your personality. You're tech-savvy with strong technical troubleshooting skills.

You can quickly diagnose software issues, determine the best path forward, and know when to escalate vs.