About White Cup

White Cup provides CRM, Business Intelligence, and Pricing solutions purpose-built for distributors. Our platform helps sales, marketing, and operations teams turn data into action, improve customer engagement, and grow revenue.

We are a culturally strong, remote-first company where people can make a real impact. We care about customer success, collaboration, curiosity, and doing great work.

About the Role

White Cup is looking for a Support Technician – Tier 1 to join our Support Services team. In this role, you will be the first point of contact for customers who need help with our software. You will triage incoming requests, answer support calls and live chats, troubleshoot basic technical issues, assist with training questions, and make sure customers receive clear, timely communication.

This is a great opportunity for someone who enjoys customer service, has strong communication skills, and wants to build technical depth in a B2B SaaS environment.

What You’ll Do

• Respond to incoming customer support requests through email, live chat, and voicemail.
• Document customer issues clearly and route requests to the appropriate team or support tier.
• Monitor the support queue and prioritize work based on urgency and customer impact.
• Troubleshoot basic technical issues remotely with customers, including gathering details, recreating issues, reviewing logs, and escalating when needed.
• Provide timely updates to customers on support tickets and development-related items.
• Assist customers with basic training questions and product navigation.
• Create and maintain user-facing how-tos, FAQs, knowledge base articles, and other self-service resources.
• Collaborate with Tier 2 Support, IT, Development, and Professional Services to help resolve customer issues.
• Stay current on product releases, internal processes, and required trainings.
• Consistently meet Tier 1 support expectations for responsiveness, quality, and follow-up.

What You Bring

• 1+ year of experience in customer support, customer service, or a related role.
• Strong written and verbal communication skills.
• A customer-first mindset and a genuine interest in helping people solve problems.
• Ability to learn new software applications quickly.
• Strong problem-solving, organization, and time management skills.
• Comfort working with customers remotely by phone, email, chat, and video.
• Strong working knowledge of Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
• Associate’s degree in a technical, business, or related field, or equivalent work experience.
• Ability to travel up to 5% as needed.

Bonus Points

• Experience supporting software or SaaS products.
• Familiarity with CRM, salesforce automation, or contact management applications.
• Working knowledge of Microsoft Windows or Windows Server.
• Exposure to Microsoft SQL Server.
• Familiarity with Microsoft Internet Information Services (IIS).

Why Join White Cup?

At White Cup, you will join a remote-first team that is collaborative, practical, and focused on helping customers succeed. We are small enough that your work matters and visible enough that good ideas can actually go somewhere. You will have the chance to grow your product knowledge, build technical support skills, and contribute to a company serving a specialized and important market.

White Cup is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other legally protected status. At White Cup, diversity is about all of us. We believe that recognizing, appreciating, and applying the unique insights, perspectives, and backgrounds of each person cultivates an atmosphere of trust and respect.