Technical Support Specialist (Part-Time)

Position Summary The Customer Support Specialist plays a key role in delivering exceptional support to theCut's barber and client community during our highest-volume support hours. This role is responsible for resolving customer inquiries, troubleshooting platform issues, escalating technical problems, and contributing to continuous improvements across our AI, knowledge base, and support operations. This is more than a ticket-handling role. Every interaction should help improve the customer experience while identifying opportunities to make our support systems smarter and more efficient. Schedule Approximately 24 hours per week  Typical Schedule: Friday: 3:00 PM - 11:00 PM Saturday: 11:00 AM - 7:00 PM Sunday: 11:00 AM - 7:00 PM Schedule may evolve based on business needs. Responsibilities Customer Support Resolve customer questions through chat and email. Deliver friendly, timely, and accurate support. Troubleshoot booking, payment, account, and app-related issues. Own customer issues through resolution whenever possible. Escalate complex technical issues with complete documentation. Technical Support Identify bugs and reproduce reported issues. Create clear, actionable tickets for Engineering. Gather screenshots, device information, and reproduction steps. Monitor escalated issues through resolution. Operational Excellence Maintain accurate conversation notes. Follow documented support processes. Contribute to maintaining SLA goals. Identify recurring customer pain points. Surface trends that impact customer experience. AI & Knowledge Improvement Flag conversations that Trimmy should be able to resolve. Identify opportunities to improve AI responses. Recommend Help Center updates. Suggest new automation opportunities. Share recurring customer feedback with the Customer Experience team. Qualifications Required 2+ years in Customer Support or Customer Success Excellent written communication Strong troubleshooting skills Ability to manage multiple conversations simultaneously Strong attention to detail Comfortable learning new software quickly Experience working independently Preferred SaaS support experience Marketplace platform experience Experience with Intercom or similar platforms Knowledge of mobile applications Familiarity with AI-assisted support tools theCut is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. theCut does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. theCut also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. theCut adheres to all relevant state laws and local ordinances, and its internal policy, theCut will also consider for employment qualified applicants with arrest and conviction records.