Customer Success Specialist

About Limble
At Limble we empower the unsung heroes who support the world. We’re revolutionizing the way businesses manage their maintenance operations by providing a comprehensive suite of software solutions that empower organizations to optimize asset performance and drive operational excellence. From preventive maintenance to inventory management and beyond, our robust CMMS platform offers a suite of features designed to streamline operations and enhance productivity.

Position Summary
The Customer Support Specialist I is the first human point of contact for Limble customers. You will resolve the majority of day-to-day inquiries independently across chat, email, and phone, while building product knowledge, troubleshooting skills, and customer communication that prepare you for the next level.

This role sits at the intersection of people and AI. You will support customers who are using AI-assisted workflows, validate and correct AI-generated answers, and give feedback that makes the AI better over time. Specialists at this level are expected to learn quickly, ask questions, and make sure every customer leaves the conversation knowing exactly how to get more value from Limble.

This is a fully remote role on our Support team. You will work closely with Product, Engineering, Sales, and Customer Success to support our global customer base.

What You'll Do
Resolve customer issues

• Respond to product questions and resolve issues through chat, email, and phone, taking ownership from first contact to resolution
• Troubleshoot standard product issues, working through them methodically and documenting what you tried
• Support accounts that come straight to the team, and pick up conversations the AI chatbot could not resolve for all other accounts, with full context of what the customer has already been told
• Escalate complex or at-risk issues to the right team with a clear summary, steps already taken, and customer impact

Partner with AI

• Support customers who are interacting with AI-assisted workflows, and help them get accurate answers and value from them
• Use AI tools to work faster and more accurately in your own daily workflow
• Validate AI responses for accuracy, completeness, and tone before and after they reach customers
• Improve AI prompts and knowledge through structured feedback on where the AI succeeds, misses, or misleads

Build product and customer expertise

• Build working expertise in Limble's features and in how maintenance teams actually run their operations
• Translate customer language into Limble terminology, and Limble terminology back into plain, customer-friendly language
• Recommend best-practice uses of Limble based on your understanding of each customer's business
• Contribute to customer education by flagging recurring questions and helping create or improve help articles, macros, and guides

Strengthen the product

• Gather the details needed for bug investigations, including reproduction steps, environment, and customer impact
• Submit clear, well-documented Jira tickets and product feedback that Product and Engineering can act on
• Surface trends in customer questions and friction points to help guide product discovery

Collaborate across Limble

• Work closely with Product, Engineering, Sales, and Customer Success to support customer outcomes
• Support internal colleagues with questions and issues related to Limble
• Support prospective customers through internal workflows, such as demo requests and handoffs to Sales

Run an organized queue

• Manage support inboxes efficiently, prioritizing by urgency and customer impact
• Follow support processes, documentation standards, and quality guidelines consistently
• Keep tickets and tasks accurate, current, and visible to the team and management

Is This Role for You?
You will likely thrive here if most of these sound like you:

• You enjoy helping others, and fixing someone's problem makes your day
• You like talking to different types of customers, from plant managers to maintenance technicians to operations directors, and adapting how you communicate to each
• You enjoy creative problem solving, trying new angles when the first one fails, and the moment the pieces click
• You like collaborating with others, and would rather pull in a teammate than struggle alone
• You are curious about how things work, including why a customer's process runs the way it does
• You are energized by learning something new every week as the product evolves
• You are curious about AI and excited to work alongside it, test its answers, and help it improve
• You stay calm, clear, and kind when a customer is frustrated or the queue is busy

Requirements

• Customers rely on us during set coverage hours, so showing up on time and as scheduled is essential to this role.
• Passion for creating a positive customer experience through email, chat, phone, and video calls
• Clear written and verbal communication, including the ability to explain technical concepts in plain language
• Strong problem-solving instincts: resourcefulness, curiosity, and a methodical approach to troubleshooting
• Comfort working with AI tools and a willingness to question their output rather than accept it at face value
• Conflict resolution skills and the composure to stay calm with frustrated customers
• Strong attention to detail, with organized, accurate documentation
• Ability to collaborate with teams across the company to reach a shared outcome
• Ability to thrive in a high-growth environment where priorities change and requirements are not always well defined
• Excel skills are a plus

Nice to Have

• Experience in a B2B customer support, customer success, or account management role
• Experience in the SaaS industry
• Background in equipment maintenance, machinery, or manufacturing
• Experience with ticketing and support tools such as Jira

Growth at Limble
Level I is where you build the foundation: product mastery, sound troubleshooting habits, and fluency in working alongside AI. As you grow, you will take on more complex and technical cases, mentor newer teammates, and shape how our support team and AI work together.

Specialists who consistently meet their success measures can progress to Level II, where the focus shifts from learning to ownership: handling escalated and higher-complexity cases, leading improvements to support content and AI performance, and acting as a go-to resource for the team.

Benefits

• $55,000 - $65,000 base salary
• Comprehensive Health Coverage: Medical, dental, and vision insurance through Cigna for you and your family
• Tax-Advantaged Accounts: HSA with company contribution and FSA options to help you save on healthcare costs
• 401(k) with Company Match: We match up to 4% to help you invest in your future
• 100% Employer-Paid Disability & Life Insurance: Short-term and long-term disability coverage, plus life insurance, fully paid by Limble
• Supplemental Coverage: Optional Critical Illness, Accident, and Hospital Indemnity plans for extra peace of mind
• Fully Paid Parental Leave: 16 weeks for birthing parents, 12 weeks for non-birthing parents, so you can focus on your growing family
• Flexible PTO + 13 Company Holidays: Take the time you need to rest and recharge
• Monthly Wellness Stipend: Support for your physical and mental wellbeing
• Pet Insurance: Optional coverage for your furry family members

Limble is an equal opportunity employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetics, marital status, veteran status, or any other protected characteristic under applicable laws. We are committed to building a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. All qualified applicants with arrest or conviction records will be considered in accordance with applicable laws.