Customer Support Specialist

About Bonsai

Bonsai is the all-in-one platform helping agencies, consultancies, and professional service firms run and scale their operations. From lean 5-person studios to 100-person teams, thousands of businesses around the world rely on Bonsai to streamline their workflows and manage everything from proposals and contracts to time tracking, invoicing, finances, and even banking.

As the way we work evolves, so do the needs of modern service businesses. Admin and operations can quickly become a bottleneck to growth—Bonsai removes that friction, so teams can stay focused on delivering great work, not managing overhead.

We’re profitable, growing fast, and backed by world-class investors including Y Combinator, Matrix Partners, and Index Ventures.

About The Role

Our customers are at the center of what we do and we're always trying to find better ways to serve them. As a Customer Support Specialist, you’ll be the first point of contact for our users, ensuring they receive timely, friendly, and effective assistance. Your role will be to support small businesses in navigating the Bonsai platform, troubleshooting issues, and providing clear, helpful guidance.

You’ll work closely with our Product, and Engineering teams to advocate for users, improve the customer experience, and contribute to the ongoing evolution of Bonsai’s platform. Whether answering questions, troubleshooting problems, or sharing product insights, your goal is to empower customers and ensure they get the most out of Bonsai.

This role is perfect for someone who loves helping people, has strong problem-solving skills, and enjoys working in a fast-paced, scrappy environment.

Responsibilities

• Customer Support: Provide fast, friendly, and knowledgeable support via email and live chat.
• Customer Advocacy: Gather feedback from users and collaborate with Product and Engineering teams to improve the platform.
• Help Center & Documentation: Contribute to support articles, FAQs, and other resources to empower customers with self-service options.
• Process Improvement: Identify areas to enhance our support workflows and ensure we provide an outstanding customer experience.

• 6+ months of experience in customer support, customer success, or a similar role, ideally within SaaS.
• Strong problem-solving skills and the ability to troubleshoot technical issues.
• Excellent written and verbal English communication skills, with a friendly and professional tone.
• Ability to work independently in a remote setting while staying highly responsive and engaged.
• Familiarity with support tools like Intercom, Zendesk, or similar platforms.
• A proactive mindset—you anticipate issues before they arise and take initiative to solve them.
• Experience with Excel/Google Sheets is a plus.

• Remote work set-up.
• All-expenses-paid team retreats—our last retreat was in Lisbon.
• The opportunity to work with a passionate, global team and make a real impact on small businesses.