Customer Support Specialist

What Do We Do? Triple Whale is the AI operating system built for modern ecommmerce. We help you see what's actually working in your business, what's not, and what to do next. Then we take action for you — pausing the underperforming ad, generating the next batch of creative, flagging the inventory risk before it bites. We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry. And on top of that, we give you the most actionable AI in commerce — Moby 2 — letting you tap any LLM you want, grounded in the full context of your business. Moby 2 doesn't just surface insights, it executes decisions for you, with automations that make the rest of your stack smarter. The result: more than 60,000 brands like Pressed Juicery, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit, at a speed and scale that is not humanly possible. What You're Applying for Triple Whale's customers are operators making real business decisions with their data - and they deserve a support experience that meets them at that level. As a Customer Support Specialist, you'll help DTC brands get the most out of Triple Whale: understanding what they're trying to accomplish in their business, getting into the platform with them, and making sure they leave each conversation closer to the outcome they came to us for. This is a technical role. Our customers ask real questions about attribution, integrations, reporting, and Moby — and you'll be one of the first people from Triple Whale to help them work through it. You'll have Moby as a copilot, a team that backs you up, and a clear path to grow into Solutions Architecture, Implementation, Support Engineering, or Product if that's where you want to go. What You’ll Do Respond to customers across live chat and email support, owning every conversation from first contact through resolution with the kind of communication and follow-through customers remember. Understand the customer's outcome, not just their question. Get curious about what they're actually trying to do - measure ad efficiency, validate attribution, launch a new channel, trust the data again, and make sure your answer helps them get there. Be deeply fluent in Triple Whale, the ecommerce stack our customers live in, and the attribution, marketing-data, and AI workflows that drive their decisions. Keep leveling up - on the product, on DTC, and on emerging measurement and AI trends. Investigate and troubleshoot technical and platform issues across pixel, integrations, reporting, Moby, and beyond. Know when a customer needs education, guidance, a configuration change, a bug filed, or an escalation - and write the kind of reproduction steps Engineering can act on. Use Moby as your copilot. This is an AI-first support team. You'll partner with Moby to investigate, retrieve, draft, and resolve - and your work helps make Moby more useful for the next customer. Coach customers on how to get more from the platform - best practices, use cases, and workflows that move them toward their goals, especially when something urgent is on the line. Share what you're seeing. Surface trends, customer feedback, and friction points to Product, Engineering, and CS so we can keep improving the experience. Help the next customer. Contribute to the knowledge base, internal runbooks, and Moby context - so what you learned today helps someone tomorrow. What You’ll Bring 2+ years of experience in customer support, technical support, customer success, solutions, or another client-facing technical role - ideally in SaaS, martech, analytics, or ecommerce. A technical mind. You don't need a CS degree, but you're comfortable in data, you can reason about data, you can read an API response without panicking, and you're curious about how systems work. SQL fluency, familiarity with pixels/server-side tracking, or experience debugging ad-platform integrations is a strong plus. An investigative,