Support Specialist

Who We Are

Coefficient is a VC-backed SaaS startup based in the SF Bay Area. We are building a remote-first company focused on hiring the best talent, regardless of location. Our culture centers on people who are smart, driven, curious, and collaborative. We are embarking on a journey to unleash the power and flexibility of spreadsheets across all of the data in company systems. The founders are serial entrepreneurs whose last startup, Shopular, was backed by Y Combinator and Sequoia and acquired by Rakuten Ebates.

What We Do

Coefficient provides a no-code solution that enables business teams to access their company data in real time directly from their spreadsheets and make it actionable across the organization. Whether their data lives in business applications, databases, data warehouses, or business intelligence solutions, business users can work with it easily without IT involvement.

Using Coefficient, business teams can be more effective with company data that’s connected, automated, and performant in the most familiar and flexible analytics product - their spreadsheet. By meeting users where they are, companies can now reduce friction between IT and business teams to drive higher efficiency and growth.

About The Job

At Coefficient, we believe providing the highest-quality support is vital to our core product experience. Support Specialists are empathetic, resourceful communicators who not only resolve user issues but also answer questions from our valued users. This individual is always looking for unique and creative ways to help others, tackle problems, and improve future experiences. Because business needs are fast-paced and constantly evolving, Support Specialists must be dynamic, self-motivated, and able to multitask across support, documentation, and business growth objectives.

At Coefficient, we believe providing the highest-quality support is vital to our core product experience. This is a remote position for someone based in the Philippines. Working hours will be coordinated to align with business needs, including coverage during USA business hours.

Support Specialists are empathetic, resourceful communicators who resolve user issues and answer questions from our valued users. This person is always looking for creative ways to help others, solve problems, and improve future experiences. Because business needs are fast-paced and constantly evolving, Support Specialists must be dynamic, self-motivated, and able to multitask across support, documentation, and business growth objectives.

Responsibilities

• Resolve a high volume of customer requests through email, live chat, and shared Slack channels, in clear, friendly written English.
• Troubleshoot tier 1 and tier 2 issues with Coefficient’s Google Sheets and Excel add-ons, including data imports, scheduled refreshes, formula errors, and write-backs to source systems.
• Diagnose connection and sync problems with business systems such as Salesforce, HubSpot, and SQL databases, including authentication, permissions, and field mapping.
• Reproduce bugs and escalate them to Engineering and Product with clear steps, screenshots, and relevant details.
• Work through unfamiliar, one-off problems independently, using documentation, testing, and internal resources to find a solution.
• Recommend both immediate fixes and longer-term improvements, such as product feedback, process changes, or new help content.
• Document every request thoroughly and flag recurring issues and trends to Support leadership.
• Write and update Help Center articles based on common questions and new features.

Basic Qualifications

• 4+ years supporting customers of a B2B SaaS product, troubleshooting software, integrations, and data issues for business users, usually in writing via email and chat.
• Advanced Google Sheets or Excel skills. You’re comfortable with XLOOKUP/VLOOKUP, INDEX/MATCH, QUERY, pivot tables, array formulas, and nested IF logic, and you can debug formulas someone else built.
• Experience troubleshooting software integrations or data issues, such as sync errors, permission problems, or mismatched records between systems.
• Excellent written English, with the ability to explain technical issues clearly and concisely to US-based business users.
• Proven ability to handle a high volume of tickets across email and chat while maintaining high response quality.

How You Work

• Customer-focused: You understand what the customer is trying to accomplish, not just the error they reported.
• Independent problem solver: You dig into unfamiliar issues using documentation and testing before you escalate, and you know when it’s time to ask for help.
• Organized under pressure: You prioritize the highest-impact issues first and stay calm when things are urgent.

Nice To Have

• Hands-on experience with Salesforce or HubSpot, especially as an admin or power user.
• Working knowledge of SQL.
• Experience with Zendesk or a similar ticketing tool.
• Experience with Google Apps Script or VBA.
• Prior support experience at a data, analytics, or integration product.

Preferred Qualifications

• Bachelor’s degree in Business, Information Systems, Computer Science, or a related field, or equivalent hands-on experience.
• Experience in a high-volume support environment at a SaaS company, ideally for a product that connects to other business tools or handles customer data.

Schedule

This engagement requires flexibility in working hours to meet business needs. Coverage may include evenings, weekends, and holidays, coordinated in advance.

Why You Will Love Working Here

We believe great work happens when people feel supported, both professionally and personally. That’s why we offer a thoughtfully designed compensation and benefits package to help you thrive:

• Competitive Salary: Strong, market-based pay that reflects your skills, experience, and impact.
• Medical Benefit Stipend: A healthcare stipend that supports your medical coverage and lets you choose the plan that works best for you.
• Generous Paid Time Off (PTO): We value balance and encourage you to take the time you need to rest, recharge, and show up as your best self.
• Company-Provided Computer: The equipment you need to do your best work.
• Professional Development Stipend: We invest in your growth. Use your stipend for courses, certifications, conferences, or other learning that helps you advance your career.

If you’re excited to support customers, solve problems, and grow with a team that values continuous improvement, we’d love to hear from you.