Customer Support Specialist

Remote - USA. Posted today

The role

You will troubleshoot and resolve issues across Sift's Digital Trust & Safety products. You will respond to customer inquiries, document cases, and contribute to the internal knowledge base.

What you will do

Answer incoming support tickets and questions via support channels.
Diagnose common issues in Sift's platform using documentation and escalation paths.
Keep clear, accurate records of customer issues and resolutions in support tools.
Escalate issues to the right teammate or team when beyond current scope.
Identify gaps in internal documentation and contribute notes or suggested edits.
Develop a working understanding of Sift's product and the fraud landscape.

Required qualifications

1–3 years of experience in a customer-facing support, service, or help-desk role, or equivalent practical experience
Strong written communication skills
Comfortable learning new software tools and systems quickly
Experience leveraging AI/LLM tools for day-to-day work
General fluency with AI-assisted workflows
A genuine curiosity about how things work
A willingness to ask for help when you need it

Nice to have

Bachelor's degree in a relevant field, or equivalent practical experience
Experience with support ticketing tools (e.g., Zendesk, Salesforce)
Exposure to SaaS products or basic familiarity with APIs and SQL
Interest in fraud, payments, or trust & safety

Benefits

Competitive total compensation package
401k plan
Medical, dental and vision coverage
Flexible lifestyle wallet
Learning & development reimbursement
Flexible time off
Company Mental Health Days

Before you apply

Recruiter conversation: 30–45 minutes
Hiring manager screen: 30–45 minutes
Interview loop covering a customer scenario walkthrough, written communication exercise, and values & behavior

About the company

Sift is the AI-powered fraud platform securing digital trust for leading global businesses. The company uses machine learning and user identity to empower more than 700 customers.