Customer Support Representative (SaaS)

TL;DR

Customer Support Representative (SaaS): Providing customer support for Coupler.io and TitanApps.io, resolving requests and ensuring the best communication experience with an accent on handling technical customer queries, debugging issues, and guiding users through setup. Focus on independently solving clients' requests and issues and proactively guiding customers toward data-driven success.

Location: Remote

Company

The company's products have more than 2M+ signups and are constantly growing.

What you will do

• Manage customer support requests and respond in a timely manner via email.
• Provide hands-on support and troubleshooting by handling technical customer queries, debugging issues, and guiding users through setup.
• Independently solve clients' requests and issues.
• Assist with onboarding, user adoption, and retention strategies.
• Contribute to the development and maintenance of the knowledge base by creating and updating support articles and documentation.

Requirements

• 2+ years of experience in technical/product support for a SaaS product.
• Advanced English skills, both written and spoken.
• Ability to investigate, reproduce issues, and dive deep into the product.
• Strong analytical thinking with an understanding of customer needs and data challenges to offer the best solutions.
• Experience working with support ticket management software (e.g., Help Scout, Zendesk).
• Ability to multitask and prioritize effectively.

Nice to have

• Bachelor’s or Master’s degree in a tech field.
• Knowledge of data analytics and reporting tools, such as Google Sheets, Looker Studio, Power BI, or other BI tools.
• Familiarity with Coupler.io or similar platforms.
• Background in working with data or analytics-related roles.

Culture & Benefits

• Competitive compensation.
• Growth opportunities.
• Remote and flexible schedule.
• Smart Expense policy to set up workstation, improve health, and learn.
• 34 Paid days off.
• Regular online and offline gatherings.