Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Deliver customer service and support for a global SaaS platform, managing helpdesk operations and automating tasks with an accent on client communication and process optimization. Focus on building strong relationships, triaging support tickets, and improving workflows to drive customer retention and platform success.

What you will do

• Review, triage, and respond to customer and internal support tickets as part of the help desk workflow
• Leverage established processes for handling a high volume of information requests
• Act as an escalation point for internal and external stakeholders
• Assist in optimizing support processes and ensuring support quality
• Build and maintain cross-functional relationships to drive productivity and customer retention
• Provide excellent customer experiences in every interaction

Requirements

• 2-4 years of customer success/support experience, preferably in enterprise service helpdesk and SaaS
• Strong organizational and prioritization skills to manage multiple projects
• Excellent written and verbal client-facing communication skills in English
• Experience with Zendesk and/or Salesforce systems
• Ability to work alternative schedules including early morning or overnight shifts
• Bachelor's degree in Business Administration, Project/Product Management, or IT/Systems preferred

Culture & Benefits

• Competitive compensation and best-in-class benefits
• Community-driven culture with employee events
• Generous time off and respectful work environment
• Fun, modern workspace encouraging active participation