--- title: 'Customer Support Specialist (Tier 1) at Tropic' canonical: 'https://feeny.ai/job/customer-support-specialist-tier-1-tropic-remote-n5dy765kesfv' type: 'job' last_seen: '2026-09-15' --- # Customer Support Specialist (Tier 1) at Tropic - **Company:** Tropic - **Location:** Remote - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-09-14 - **Last confirmed live:** 2026-09-15 - **Apply:** https://jobs.gem.com/tropic/am9icG9zdDopCi0-crDxI7vXFG9kKzUP ## Job description ## About Tropic Tropic’s AI-powered Procurement Intelligence solutions gives companies like Q2 and Zendesk the insights they need to reduce spend and mitigate risk. With $20B+ in spend data and the backing of tier 1 investors like Insight Partners, Tropic is shaking up the procurement landscape, and the best is yet to come! 🌴 Location(s) We are looking to hire someone based in the United States who can work Central or Eastern timezone hours. This role requires coverage of 7am–4pm Central or 8am–5pm Eastern, to align with our support team's 8am–8pm Eastern coverage window. ## About the Role As a Customer Support Specialist at Tropic, you will be an integral part of our customer support team, serving as the front lines for all inbound support requests. You will play a crucial role in helping scale the Customer Support team, ensuring our customers receive prompt and effective assistance, and maintaining high levels of customer satisfaction. ## What You'll Do - Frontline Support: Act as the first point of contact for customers, handling all inbound support requests with professionalism, courtesy, and empathy. - Ticket Triage: Efficiently triage incoming support tickets, categorize them accurately, and route them to the appropriate teams or individuals for resolution. - Issue Resolution: Proficiently handle customer issues and escalations, adhering to service level agreements (SLAs) across severity levels to meet or exceed customer expectations. - Information Gathering: Gather and record detailed information from customers to assist in problem identification and resolution. Ensure comprehensive documentation of customer interactions. - Independent Problem Solving: Demonstrate independent thinking and a proactive approach to resolving customer issues, seeking creative solutions when necessary. - Process Development and Improvement: Maintain a process-oriented mindset and actively identify gaps in support processes. Propose and contribute to process improvements to enhance efficiency and customer satisfaction. - Cross-Functional Collaboration: Collaborate effectively with teams across the organization, including Customer Success, Operations, Product, Engineering, Implementation, and Account Management, to address customer needs and provide seamless support. - Knowledge Sharing: Identify opportunities for self-help resources and contribute to the development of knowledge base content, empowering customers to find answers to common questions. - ## What You’ve Done - 1-2 years experience in a customer support or service role, with a track record of effectively resolving customer issues in a fast-paced environment. - Knowledge of support workflows, escalation processes, and ability to make recommendations to improve team efficiency. - Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely to any audience. - Strong problem-solving skills and the ability to think critically and independently. - Detail-oriented with a commitment to thorough documentation and follow-up. - Process-oriented mindset, with the ability to identify and propose improvements to support processes. - Strong organizational skills, including the ability to manage multiple tasks and prioritize effectively. - Self-starter that is resourceful and will not stop until an issue is solved. - Collaborative team player who can work cross-functionally and build positive relationships with colleagues and customers. - Experience with a support ticketing system (Zendesk experience preferred) - Familiarity with procurement software or related technologies is a big plus! - Comfortable adapting to new technologies and tools, including AI-assisted workflows. - Commitment to delivering exceptional customer service and a passion for helping customers succeed. - Bonus if you enjoy digging into logs and code to get to the root cause, not just surface-level symptoms. - If you are a motivated and customer-focused individual who thrives in a dynamic and collaborative environment, we invite you to apply for the position of Customer Support Specialist at Tropic. Join us in revolutionizing the way organizations approach procurement and contribute to our mission of driving success for our customers. ## Compensation Specific to pay transparency laws, the minimum annual salary for this position is $55,000 and may also include commission, incentive pay, incentive stock options, and benefits. The final job level and compensation will be determined by various factors such as a candidate's relevant work experience, years of relevant experience, skills, qualifications, certifications, geographic location, and other business considerations. ## About Tropic ## Company Overview - **One-liner**: Tropic is an AI-powered Intelligent Spend Management platform that gives finance and procurement teams maximum leverage to control costs, reduce spend, and automate procurement processes. - **Entity Type**: Private (Series B) - **Headquarters**: New York, New York, USA - **Founded**: 2019 - **Founders**: David Campbell (Co-Founder & CEO) and Justin Etkin (Co-Founder & COO) ## Core Business - **Primary industry**: Procurement and Spend Management Software (SaaS) - **Target customers**: B2B; Finance and Procurement teams at mid-market to enterprise companies - **Mission or purpose**: To elevate the critical role finance and procurement leaders play in helping organizations drive innovation and efficient growth, making them the "superheroes" of their organizations. ## Products & Services - **Tropic Intelligent Spend Management Platform**: A unified platform that automates procurement, provides AI-powered spend intelligence, contract management, vendor management, and supplier intake. Users access over $21B in spend data to receive price benchmarks, negotiation tips, and supplier insights from day one. - **Procurement Orchestration**: Proactive, always-on delivery providing real-time insights on supplier overlap, overspend, negotiation opportunities, and contract red flags once contracts are uploaded. - **API & Integrations**: Connectors, APIs, and webhooks that integrate Tropic’s intelligence directly into existing tools and workflows. - **Flexible Service Model**: A self-serve experience with access to specialized commercial executives for additional support when needed. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed - **Key Metric**: Total Funding of $67.1M; Annual Revenue estimated at $3M (as of most recent data) - **Revenue/Spend Under Management**: Over $425M in savings delivered; $21B+ in spend data; 450K+ hours saved; average customer savings of 21% - **Funding History**: - Seed Round (April 2020): $2.1M – led by Founder Collective (7 investors) - Series A (August 2021): $25M – led by Canaan Partners (4 investors) - Series B (February 2022): $40M – led by Insight Partners (1 investor) - Venture Round (May 2023): amount undisclosed – 1 investor - **Notable Investors/Partners**: Canaan Partners, Insight Partners, Founder Collective - **Growth Signals**: Trusted by over 500 teams including notable customers like Strava, Greenhouse, Mozilla, Olipop, OpenAI, Notion, and Zapier. Recognized as a leader in SaaS Spend Management and Procurement Orchestration on G2. Headcount of approximately 170 employees with a remote-first culture. ## Competitive Advantages - **Buyer-Only Focus**: Tropic was built exclusively for the buyer’s side, deliberately choosing not to create a two-sided marketplace that serves suppliers as well. This ensures all data, intelligence, and tools are aligned with the buyer's interests. - **Proprietary Pricing Intelligence**: Access to over $21B in aggregated spend data and analysis of over 100K negotiations provides users with actionable price benchmarks and negotiation tactics from day one. - **Proactive, Always-On Insights**: The platform doesn’t just store contracts; it continuously analyzes them to surface hidden savings, risks, and red flags in real time. - **Flexible Service Model**: Combines a self-serve platform with on-demand access to experienced commercial executives for complex negotiations or second opinions. ## Strategic Focus - **AI Integration**: Deepening the use of AI across the platform to automate more procurement processes, from spend forecasting to contract analysis. - **Expanding Customer Base**: Continuing to target innovative, high-growth companies (like OpenAI, Notion, Zapier) that need sophisticated spend management as they scale. - **Data Network Effects**: Leveraging the growing pool of aggregated spend data ($21B+) to make the platform more intelligent and valuable for every new customer. ## Why Work Here - **Mission-Driven Culture**: Employees are passionate about an "underdog story" – empowering finance and procurement teams to be strategic heroes, not just cost-cutters. - **Remote-First Environment**: Tropic is a remote-first company with a headquarters in New York City. Employees can work 100% remotely from anywhere in the US. - **Generous Benefits**: - 100% Medical, Dental, & Vision Coverage for all employees + dependents - Unlimited Flexible Vacation & 14 Paid Company Holidays - 12-Week Parental Leave for all parents - 401k Plan - $1,000 Annual Stipend for WFH, Learning & Development, and Wellness - Equity Refresh Program - Online Mental Health Therapy - Commuter Benefits, FSA, HSA - **Culture**: Emphasis on collaboration, fairness, and openness. Employee Resource Groups (ERGs) are integral to DEIB efforts. Company culture rated 3.9/5.0 (141 reviews on LinkedIn), Compensation 4.0/5.0. - **Engineering & Product**: A chance to work with a talented team building a high-impact platform in the fast-growing procurement tech space. The company has a CTO (Nathan Verni) and a strong product focus. ## Sources 1. [tropicapp.io](https://www.tropicapp.io/) 2. [tropicapp.io/about/careers](https://www.tropicapp.io/about/careers) 3. [tropicapp.io/about/our-team](https://www.tropicapp.io/about/our-team) 4. [builtin.com](https://builtin.com/company/tropic?base_route_name=entity.node.canonical&overridden_route_name=entity.node.canonical&page_manager_page=node_view&page_manager_page_variant=node_view-panels_variant-1&page_manager_page_variant_weight=-3) 5. [linkedin.com/company/tropicapp](https://www.linkedin.com/company/tropicapp)