Senior Customer Support Specialist
allego • Waltham, MA
No Relocation
Posted: September 24, 2026
Job Description
What You'll Do at Allego:
As a Senior Customer Support Specialist, you will manage inbound customer requests for technical support and services, and in doing so, reinforce Allego’s award-winning reputation as a provider of fast and friendly support to all customers.
Daily life:
- Shift: Full-time Monday – Friday, with a 1-hour lunch break.
- 9:00 a.m.- 6:00 p.m. Eastern Standard Time.
- While this shift is generally consistent, candidates should have flexibility to adjust hours as needed within our team’s core operational window (8:00 AM – 9:00 PM).
- This role requires you to be in the office at least once a week. Additional in-office days may be requested for special events or annual training.
- The Support team currently meets twice daily to troubleshoot together and discuss trends.
- 1x1 with your manager once a week.
How you’ll make a difference:
- Tickets: Resolve incoming and technical Customer Support questions in a timely and accurate manner via email, phone, or troubleshooting screen-share meetings. The Support team also creates new customer systems.
- Escalation Resolution: Own the initial troubleshooting and assessment of sensitive or complex technical issues, determine whether the issue can be resolved within Support, and identify when escalation to DevOps is required.
- Mentorship & Leadership: Acting as a leader on the team, providing training and guiding support team members. Acts as a resource to guide customer support specialists with the next steps in their tickets, as well as translating technical information provided in AIS escalations into clear, customer-friendly information.
- Process Improvement: Designing and documenting technical best practices, procedures, and training programs. Building internal documentation to spread awareness and/or escalation processes for issues.
- Champion Change Management: Lead the team through organizational shifts with empathy and diplomacy, fostering buy-in and maintaining high morale during periods of transition.
Experience You'll Bring to Allego:
- 3+ years of experience in customer support, technical support, SaaS support, or a related customer-facing technical role, with demonstrated experience handling complex escalations and mentoring or guiding other team members.
- Excellent communication, writing, and problem-solving skills.
- Leads the team by example to align with company goals and changes.
- Experience with Zendesk is preferred.
- Calm under pressure.
- Detail-oriented and driven by quality.
- Flexibility to cover later hours occasionally.
- Exceptional conflict resolution, de-escalation, and client communication.
- Ability to operate in an extremely fast-paced and evolving start-up environment.
Compensation & Benefits:
$53,000 - $65,000 base + 10% variable + equity
Allego offers a competitive, comprehensive benefits package, available to full-time employees on day one:
- Medical, dental, and vision coverage
- Unlimited vacation
- Paid parental leave
- Health Reimbursement Account (HRA)
- Flexible Spending Account (FSA)
- 401(k) with company matching
- Short & long-term disability, AD&D, and life insurance
- Allego stock options
*This position is posted as hybrid, however remote candidates may be considered.*
Additional Content
What You'll Do at Allego:
As a Senior Customer Support Specialist, you will manage inbound customer requests for technical support and services, and in doing so, reinforce Allego’s award-winning reputation as a provider of fast and friendly support to all customers.
Daily life:
- Shift: Full-time Monday – Friday, with a 1-hour lunch break.
- 9:00 a.m.- 6:00 p.m. Eastern Standard Time.
- While this shift is generally consistent, candidates should have flexibility to adjust hours as needed within our team’s core operational window (8:00 AM – 9:00 PM).
- This role requires you to be in the office at least once a week. Additional in-office days may be requested for special events or annual training.
- The Support team currently meets twice daily to troubleshoot together and discuss trends.
- 1x1 with your manager once a week.
How you’ll make a difference:
- Tickets: Resolve incoming and technical Customer Support questions in a timely and accurate manner via email, phone, or troubleshooting screen-share meetings. The Support team also creates new customer systems.
- Escalation Resolution: Own the initial troubleshooting and assessment of sensitive or complex technical issues, determine whether the issue can be resolved within Support, and identify when escalation to DevOps is required.
- Mentorship & Leadership: Acting as a leader on the team, providing training and guiding support team members. Acts as a resource to guide customer support specialists with the next steps in their tickets, as well as translating technical information provided in AIS escalations into clear, customer-friendly information.
- Process Improvement: Designing and documenting technical best practices, procedures, and training programs. Building internal documentation to spread awareness and/or escalation processes for issues.
- Champion Change Management: Lead the team through organizational shifts with empathy and diplomacy, fostering buy-in and maintaining high morale during periods of transition.
Experience You'll Bring to Allego:
- 3+ years of experience in customer support, technical support, SaaS support, or a related customer-facing technical role, with demonstrated experience handling complex escalations and mentoring or guiding other team members.
- Excellent communication, writing, and problem-solving skills.
- Leads the team by example to align with company goals and changes.
- Experience with Zendesk is preferred.
- Calm under pressure.
- Detail-oriented and driven by quality.
- Flexibility to cover later hours occasionally.
- Exceptional conflict resolution, de-escalation, and client communication.
- Ability to operate in an extremely fast-paced and evolving start-up environment.
Compensation & Benefits:
$53,000 - $65,000 base + 10% variable + equity
Allego offers a competitive, comprehensive benefits package, available to full-time employees on day one:
- Medical, dental, and vision coverage
- Unlimited vacation
- Paid parental leave
- Health Reimbursement Account (HRA)
- Flexible Spending Account (FSA)
- 401(k) with company matching
- Short & long-term disability, AD&D, and life insurance
- Allego stock options
*This position is posted as hybrid, however remote candidates may be considered.*