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About the Role

Third Bridge is establishing a new, dedicated Client Support team to serve as the primary bridge between our clients and our internal technical and product functions. As a Customer Support Specialist, you will bring a hybrid profile combining strong client-facing and programme management skills with enough technical capability to navigate complex product configurations, investigate issues, and work alongside engineering and product teams. You will own the client relationship throughout the support lifecycle, ensuring issues are followed through to resolution while keeping all stakeholders informed.

Responsibilities

Act as the key point of contact for clients, providing dedicated coverage and faster triage for incoming requests.
Liaise with teams post-launch to ensure correct platform setup, manage access levels, and resolve login capabilities.
Own post-deployment configuration queries across Third Bridge's product suite, including data feeds, MCP, and agentic offerings.
Conduct initial triage across all incoming tickets regardless of priority level.
Own investigation and resolution for P2–P4 issues; lead client communication and escalation for P1 issues through to resolution.
Navigate internal teams effectively, knowing when to loop in Account Managers, Tech Success, or Product teams.
Build and maintain the team's internal knowledge base, capturing learnings from resolved tickets.
Ensure common issues are documented for faster resolution and potential deflection through AI-assisted tooling.
Translate client feedback and identified issues into actionable product enhancement suggestions.
Take full responsibility for tracking issues to completion, maintaining high standards for service level agreements (SLAs).
Use and maintain the support platform (such as Intercom or Atomicworks) to log, triage, track, and report on client tickets.
Contribute to the configuration and improvement of AI-assisted workflows.

Requirements

Prior experience in Customer Success, Technical Account Management, or SaaS support within an enterprise environment.
Experience working with sophisticated, premium clients (such as private equity firms, hedge funds, or financial institutions) is a strong advantage.
Exceptional written communication skills, with a focus on clarity and professionalism in asynchronous interactions.
Comfortable navigating technical concepts including API documentation, authentication flows, and platform configuration.
Experience with enterprise SaaS platforms or API-based products is a strong advantage.
Ability to investigate an issue methodically, read a log, and understand what you're looking at.
Ability to manage both client expectations and internal stakeholder communication seamlessly.
A proactive approach to technical troubleshooting and investigation.
Able to operate effectively in an environment without established processes.
Motivated by the opportunity to build structure from scratch.
This is a founding role, as you will help define how the function works, not just follow a playbook.

Skills

Client-facing skills
Programme management skills
Technical capability
API documentation
Authentication flows
Platform configuration
SaaS platforms
API-based products
Stakeholder management
Problem-solving
Technical troubleshooting

Location

Remote

Work Type

Fixed Term Contract
Full-time

Experience Level

Entry level
Mid level

Salary/Compensations

$70,000-85,000

Benefits

Bonus
15 days vacation (increases to 20 days after 2 years of service)
US Holidays
Personal development allowance of $1,500 per year
Variety of insurance plans, including health coverage by Empire Blue Cross Blue Shield
Medical Insurance
Dental insurance
Vision plan
Personal HSA (Health Saving Account)
Medical FSA (Flexible Spending Account)
Variety of health and wellbeing events
401K matching up to 5% of your base salary
Life insurance
Long-term disability policy
Dependent care FSA
Pet insurance
Work from anywhere for one month per year
2 annual volunteer days
2 personal days
Summer Fridays
Weekly optional social gatherings
Daily breakfast and snacks
Social events
CSR, Environment and Diversity & Inclusion initiatives
Hackathons

About the Company

Third Bridge is a leading global research firm established in 2007, with a team of over 1,500 employees worldwide dedicated to fueling decisions with expert insights.
We accelerate and enhance decision-making for investors and business leaders by unearthing unique expert insights across multiple sectors, geographies, and topics.
For nearly 20 years, we’ve helped clients access knowledge on demand from experts, in-person and through our Library covering over 65,000 companies.

Equal Opportunity

Third Bridge is committed to creating an inclusive environment and is proud to be an equal opportunity employer.
If you are not 100% sure if you are right for the role, please apply anyway, and we will be happy to consider your application.