Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Supporting users of a construction management platform by resolving product questions, troubleshooting software issues, and guiding customers through complex workflows with an accent on clear communication, bug documentation, and product adoption. Focus on reproducing technical problems, coordinating feedback with product teams, and improving knowledge-base and support processes.

Location: Office-based in Yerevan, Armenia. Standard working hours are 12:00–21:00, with occasional flexibility for morning or evening shifts.

Company

A fast-growing startup building a construction management platform for residential and commercial builders, covering workflows from estimating through financial management.

What you will do

• Respond to customer inquiries through live chat, email, and phone with empathy and professionalism.
• Troubleshoot software issues, reproduce reported bugs, and document scenarios for the product team.
• Guide customers through complex workflows and help them adopt and maximize the platform.
• Share user feedback with internal teams and advocate for product improvements.
• Create and improve internal and customer-facing knowledge-base content.
• Follow up on unresolved issues and contribute to stronger support processes.

Requirements

• English: strong written and verbal communication skills required.
• At least 2 years of experience in a customer-facing role, preferably in SaaS, accounting, or technical support.
• Empathy, patience, confidence, and the ability to handle different personality types.
• Ability to remain calm under pressure while managing multiple chats and tasks.
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to learn technology quickly and explain product workflows clearly.

Nice to have

• Familiarity with Intercom, Excel, or Jira.
• Knowledge of the construction industry or project management software.

Culture & Benefits

• Fast-growing startup environment with a modern technology stack.
• Opportunities to take ownership of meaningful projects and grow quickly.
• Collaboration with a passionate team shaping construction technology.
• Exposure to customers across multiple time zones.