Customer Support Consultant (SaaS)

TL;DR

Customer Support Consultant (SaaS): Delivering outstanding customer support via phone, email, and chat for global tech companies with an accent on building lasting customer relationships and maintaining deep product knowledge. Focus on meeting KPIs, handling sensitive data securely, and collaborating with cross-functional specialists.

Location: Remote (Italy)

Company

A global Intelligent Support-as-a-Service leader partnering with tech companies like MasterCard, Calm, and MacPaw to deliver secure customer and technical support.

What you will do

• Deliver high-quality customer support across phone, email, and chat channels.
• Build and maintain strong, long-term relationships with customers.
• Manage and secure sensitive customer data according to security protocols.
• Maintain an in-depth understanding of client solutions to meet established KPIs.
• Coordinate with developers and other cross-functional specialists to resolve issues.

Requirements

• Fluent Italian and English at minimum C1 level.
• 6-12 months of experience in customer support roles.
• A proactive, positive, and responsible professional attitude.
• Personal computer with at least 8GB RAM and a stable internet connection (50Mbps down/40Mbps up).

Culture & Benefits

• Part-time role with fixed schedule: Sat, Sun, Mon (12pm - 8pm CET).
• Opportunity to work fully remotely.
• Compensation paid in USD.
• Inclusive international environment with a People First management approach.
• Culture of trust without time-tracking requirements.
• Internal health policy and rewards for friend referrals.