Customer support specialist ( Saas Product)

About the Role

Were looking for a Customer Support Specialist to join our growing team. You will be the first point of contact for our customers, helping them troubleshoot technical issues, optimize their experience, and ensure they get the most out of our platform. This is a remote role, offering the opportunity to work with global customers across different time zones.

What You will Do:-

• Act as the primary point of contact for customer inquiries, delivering timely and professional support.
• Troubleshoot and resolve technical issues, escalating complex cases to the engineering team when needed.
• Provide best practice guidance, ensuring customers maximize the value of our SaaS platform.
• Document common issues, best practices, and FAQs to enhance the knowledge base.
• Collaborate with engineering and product teams to report bugs and suggest improvements.
• Work closely with Customer Success to improve the customer experience and drive retention.
• Contribute to process improvements to scale and enhance the efficiency of the support function.
• Adapt to flexible work schedules covering various business hours as needed.

What You Bring:-

• 1-3 years of experience in a SaaS customer support role.
• Strong technical troubleshooting skills and ability to work with APIs, integrations, and cloud-based applications.
• Excellent English communication skills (verbal & written) with a customer-centric approach.
• Ability to handle customer escalations with professionalism and urgency.
• Experience collaborating with engineering and product teams to address customer concerns.
• A proactive mindset to identify improvement opportunities and implement solutions.
• Ability to work autonomously and manage time effectively.

Why Join Us?

Be part of a fast-growing SaaS company at the forefront of AI and automation.

• Work remotely with a diverse global team.
• Grow your career in customer success and support.
• Make a direct impact on the customer experience.

If you love solving problems, working with cutting-edge technology, and delivering world-class customer support, wed love to hear from you. Role & responsibilities