The Customer Support Specialist assists customers with the AI-driven SaaS platform, troubleshooting issues and enhancing customer experience through effective communication and technical support.
Job Title: Customer Support Specialist
Location: Remote
Compensation: $70,000
About Centric Software:
Centric Software stands at the forefront of innovation, delivering cutting-edge PLM solutions tailored specifically for the retail, fashion, footwear, luxury, and consumer goods industries. Our enterprise software applications are designed to meet the unique challenges of the fast-moving consumer goods market, empowering businesses to manage, optimize, and execute their critical processes with ease.
From concept to production, our software solutions streamline the journey of bringing products to life. We support our customers in effectively managing materials, sourcing, quality, and pricing, ensuring every step leads to a successful final catalog. With Centric Software, businesses can navigate the complexities of product development with confidence and agility. www.centricsoftware.com
Job Summary
We are seeking a Customer Support Representative to be the primary point of contact for customers requiring assistance with our AI-driven Planning & Pricing SaaS platform. This role involves troubleshooting issues, providing step-by-step solutions, and ensuring a seamless customer experience. You will work closely with technical teams to resolve complex problems while maintaining a customer-first approach.
About The Team
Centric is rapidly expanding into the fashion/sports, beauty, and home markets with industry-leading solutions in Product Lifecycle Management (PLM), Market Intelligence & Trends, and Planning & Pricing.
The Planning & Pricing Business Unit is a fast-paced, innovative team at the forefront of AI-driven pre- & in-season planning and pricing solutions. Our platform optimizes assortment planning, allocation & replenishment, and price optimization, ensuring customers maximize revenue and efficiency.
This role requires initiative and autonomy in handling customer issues effectively and providing best-in-class support.
Responsibilities
Customer Support Operations
Experience & Education
Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.
Location: Remote
Compensation: $70,000
About Centric Software:
Centric Software stands at the forefront of innovation, delivering cutting-edge PLM solutions tailored specifically for the retail, fashion, footwear, luxury, and consumer goods industries. Our enterprise software applications are designed to meet the unique challenges of the fast-moving consumer goods market, empowering businesses to manage, optimize, and execute their critical processes with ease.
From concept to production, our software solutions streamline the journey of bringing products to life. We support our customers in effectively managing materials, sourcing, quality, and pricing, ensuring every step leads to a successful final catalog. With Centric Software, businesses can navigate the complexities of product development with confidence and agility. www.centricsoftware.com
Job Summary
We are seeking a Customer Support Representative to be the primary point of contact for customers requiring assistance with our AI-driven Planning & Pricing SaaS platform. This role involves troubleshooting issues, providing step-by-step solutions, and ensuring a seamless customer experience. You will work closely with technical teams to resolve complex problems while maintaining a customer-first approach.
About The Team
Centric is rapidly expanding into the fashion/sports, beauty, and home markets with industry-leading solutions in Product Lifecycle Management (PLM), Market Intelligence & Trends, and Planning & Pricing.
The Planning & Pricing Business Unit is a fast-paced, innovative team at the forefront of AI-driven pre- & in-season planning and pricing solutions. Our platform optimizes assortment planning, allocation & replenishment, and price optimization, ensuring customers maximize revenue and efficiency.
This role requires initiative and autonomy in handling customer issues effectively and providing best-in-class support.
Responsibilities
Customer Support Operations
- Respond promptly to customer inquiries via email, chat, or calls in a professional manner.
- Offer clear, step-by-step solutions to common issues, ensuring customers feel informed and supported.
- Troubleshoot software-related problems and escalate complex cases to specialized teams (Professional Services, Customer Success, Product Support, DevOps).
- Monitor escalated tickets and follow up to guarantee timely resolutions.
- Educate customers on product features, best practices, and workflows to enhance their experience.
- Maintain and update the internal knowledge base and external help center documentation.
- Act as a customer advocate, communicating recurring issues and feedback to the Product and Customer Success teams.
- Strive for exceptional service, aiming to exceed customer satisfaction (CSAT) and engagement metrics.
- Meet or exceed key performance indicators (KPIs), including:
- Number of tickets created
- First response time
- Resolution time
- Customer satisfaction (CSAT) scores
Experience & Education
- 2-4 years in customer support, service desk, or help desk roles, preferably within a SaaS or tech environment.
- Bachelor’s degree in Computer Science, Business, IT, or a related field (or equivalent work experience).
- Strong problem-solving and technical aptitude, with the ability to learn new software quickly.
- Ability to support and troubleshoot replenishment and pricing systems, preventing operational downtime.
- Experience with Cloud Solutions, Data Integration, Business Intelligence, and Supply Chain processes is a plus.
- Familiarity with customer support tools like Zendesk, Jira, Salesforce.
- Ability to monitor, improve, and manage SLA-driven processes, particularly in replenishment and pricing workflows.
- Understanding of data-driven insights and their role in optimizing pricing strategies.
- Ability to adapt as customer reliance on replenishment and pricing processes grows.
- Strong communication skills, with a patient and customer-focused approach.
- Highly organized with great attention to detail.
- Ability to work remotely and collaborate across teams.
- Language skills:
- English (Required)
- German, Italian, French, or Spanish (Plus)
- SQL (Required)
- Python, JavaScript (Plus)
Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.
Top Skills
Ai-Driven Planning & Pricing
Business Intelligence
Cloud Solutions
Data Integration
JavaScript
JIRA
Python
SaaS
Salesforce
SQL
Supply Chain
Zendesk
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What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
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- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
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- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
