About Actual

At Actual, we’re reshaping the hospitality industry through automation, transparency, and operational efficiency.

Our flagship product, Actual Tips, streamlines tip management for businesses and employees, currently on track to move hundreds of millions in tips from employers to employees by the end of this year. We’re expanding into a broader suite of tools to help operators run leaner, smarter, and more profitably.

Backed by N49P, Northside Ventures, Union Capital and other notable investors, we’re expanding our Customer Success team and looking for a Customer Support Specialist who can help us scale and deliver exceptional value to our customers.

Responsibilities

  • Own day-to-day client support, ensuring timely and accurate resolution of tickets

  • Maintain strong SLA performance, including Time to First Response and Time to Resolution

  • Monitor and manage the Jira Support Dashboard daily to prevent backlog growth, maintain steady ticket flow, and ensure timely responses to Developer and Account Manager requests

  • Maintain accurate, up-to-date ticket statuses, fields, and categorization in Jira to ensure clear ownership and visibility across teams

  • Proactively manage Jira board hygiene, ensuring tickets are properly staged, assigned, and progressing toward resolution

  • Clearly distinguish between support issues, configuration questions, and feature requests to ensure proper routing and prioritization

  • Provide structured, concise context when escalating issues to Developers, enabling faster diagnosis and resolution

  • Identify recurring issues, emerging patterns, and high-risk payout or integration concerns, using established escalation procedures

  • Develop and refine response templates and internal documentation to improve efficiency and ensure consistent communication

  • Enhance client self-service by contributing to Confluence knowledge base articles and help resources

What You’ll Bring

  • 2–5 years of experience in Customer Support, Technical Support, or Customer Success within a B2B SaaS or Fintech environment

  • Hands-on experience working in Jira, including managing ticket workflows, maintaining board hygiene, updating statuses accurately, and collaborating effectively with technical teams

  • Strong attention to detail and a holistic approach to problem-solving, ensuring issues are fully understood, root causes are identified, and resolutions are complete rather than reactive

  • Ability to operate independently with sound judgment, paired with clear escalation instincts when complexity, financial risk, or cross-functional coordination is required

  • Clear and structured written communication skills, with the ability to translate technical concepts into concise, client-friendly guidance

  • Experience working with HubSpot or similar CRM and support platforms

  • Ability to manage multiple tickets and competing priorities without sacrificing organization, accuracy, or SLA performance

  • Comfort working in a fast-moving environment where processes are evolving

  • Hands-on experience using AI tools to improve efficiency, documentation quality, or troubleshooting workflows is encouraged

B2B SaaS & Market Experience

  • Experience supporting customers in a fast-paced, high-growth SaaS environment

  • Comfort working with multi-location hospitality operators and understanding their operational realities

  • Ability to operate with urgency and precision when handling money movement and compliance-sensitive issues

Nice to Haves

  • Understanding of hospitality workflows, especially tip management, payroll, and payout timing

  • Background in hospitality operations or experience supporting restaurant or hotel operators

  • Experience supporting fintech or payroll-related systems

  • Experience contributing to knowledge bases or structured documentation environments such as Confluence

  • Interest in improving internal processes and building scalable support systems

Why Join Us?

  • Be part of a fast-scaling company transforming how hospitality teams manage tips and operations

  • Play a key role in protecting trust and financial accuracy on a platform that ensures hospitality teams deliver hard-earned tips accurately and on time

  • Help build a disciplined, scalable support function from the ground up

  • Work closely with leadership and cross-functional teams in a supportive, collaborative, fast-paced environment focused on shared outcomes

  • Collaborate with a mission-driven, supportive team that values accountability and autonomy