Role Description
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:
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Understanding what they're trying to accomplish in their business.
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Getting into the platform with them.
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Ensuring they leave each conversation closer to their desired outcome.
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
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Respond to customers across live chat and email support, owning every conversation from first contact through resolution.
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Understand the customer's outcome, not just their question.
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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.
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Investigate and troubleshoot technical and platform issues across pixel, integrations, reporting, Moby, and beyond.
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Use Moby as your copilot to investigate, retrieve, draft, and resolve issues.
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Coach customers on how to get more from the platform - best practices, use cases, and workflows.
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Share trends, customer feedback, and friction points with Product, Engineering, and CS.
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Contribute to the knowledge base, internal runbooks, and Moby context.
Qualifications
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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.
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A technical mind; comfortable in data and can reason about it.
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SQL fluency, familiarity with pixels/server-side tracking, or experience debugging ad-platform integrations is a strong plus.
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An investigative, problem-solving mindset.
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Real interest in customer outcomes.
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Exceptional written and verbal communication skills.
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Customer-first instinct paired with sound judgment.
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Comfort learning quickly in a fast-moving AI-native product.
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The ability to prioritize across competing customer needs in a high-volume environment.
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Familiarity with Intercom, HubSpot, Jira, or similar support and ticketing platforms is a plus.
Benefits
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Base Compensation Range: $50,000 - $65,000.
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Equal opportunity employer; commitment to diversity and inclusion.
Company Description
Triple Whale is the AI operating system built for modern ecommerce. We help you see what's actually working in your business, what's not, and what to do next. We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry.
More than 60,000 brands like Pressed Juicery, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit.
