Level 2 Support Specialist

About the Role

We’re seeking an experienced Tier 2 Technical Support Specialist to provide compliance and activation support for eCommerce merchants. In this role, you’ll troubleshoot issues, guide customers through requirements, coordinate activations with external vendors, and ensure every interaction reflects our “customer-first” values.

The ideal candidate is a clear and concise written communicator with exceptional attention to detail, capable of managing multiple workflows simultaneously to support our growing customer base. This role reports to Postscript’s U.S. Compliance organization and collaborates closely with Product, Onboarding, and Account teams.

Key Responsibilities

• Deliver empathetic, accurate, and timely activation support via email during required coverage hours (6 AM – 5 PM Pacific / 9 AM – 8 PM Eastern; specific shift TBD).
• Troubleshoot activation issues through careful review of customer and vendor information, guiding customers through the process of activating numbers.
• Manage activation milestones by monitoring status, identifying risks (e.g., carrier delays, compliance issues), proactively communicating updates to customers and internal teams, and escalating when necessary.
• Evaluate customer eligibility for U.S. messaging services by verifying opt-in practices, assessing risk, and collaborating with compliance/legal teams to approve launches.
• Continuously improve activation processes by identifying bottlenecks, proposing solutions, and documenting best practices.

Required Qualifications

• 5+ years of experience in a customer-facing onboarding, support, project coordination, or messaging operations role within SaaS, eCommerce, or marketing technology environments.
• Excellent communication and organizational skills, with the ability to manage multiple concurrent activation workflows.
• Strong attention to detail, particularly around data quality, compliance, and format verification.
• Comfortable working with technical workflows and troubleshooting issues such as number/porting delays, provisioning challenges, and vendor coordination.
• Familiarity with or willingness to learn U.S. messaging compliance standards (e.g., TCPA, CTIA, and carrier guidelines).
• Proficiency in spreadsheets and data review (Excel or Google Sheets).
• Experience working remotely with distributed teams.
• Ability to work cross-functionally in a fast-paced environment and drive results independently.