SaaS Customer Support Consultant, Fluent English
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Job Description
SaaS Customer Support Consultant delivering outstanding support via email and calls for tech companies worldwide. Collaborating with global teams to triage issues and enhance customer experience.
Responsibilities:
- Deliver outstanding customer support via emails and calls;
- Diagnose, troubleshoot and triage customer-reported issues, driving investigations through to resolution or appropriate escalation;
- Respond to customer inquiries and provide clear, timely solutions, with a strong focus on resolving common Tier 1 support requests.
- Manage open support cases, ensuring unresolved issues are actively tracked and updated;
- Escalate complex or high-priority issues to the appropriate team when needed;
- Proactively communicate status updates to customers and internal stakeholders, ensuring transparency and timely follow-through;
- Document troubleshooting steps, root causes, resolutions and customer feedback to support knowledge sharing and continuous improvement;
- Collaborate with Product, Engineering, and Customer Success teams to investigate complex issues and improve the overall customer experience;
Requirements:
- Excellent English skills (C2 for both spoken and written);
- Previous experience in a customer support role within a SaaS, software or technical environment is a must;
- Experience using ticketing systems such as Zendesk or similar support platforms;
- Strong troubleshooting and problem-solving skills;
- A sense of urgency and the ability to manage tasks through to completion;
- The ability to communicate clearly, professionally and empathetically with customers;
- Strong stakeholder management skills, with the ability to work effectively across teams and customer groups;
- A customer-focused mindset with a commitment to delivering a positive support experience;
- Basic computer skills and ability to work with CRM systems and support tools;
- Commitment to delivering high-quality customer service and meeting performance targets;
- Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload);
Benefits:
- This is a full-time position: Monday–Friday, from 9:00 PM to 05:00 AM, (EDT/GMT-4);
- Opportunity to cooperate fully remotely;
- Inclusive international environment;
- Compensation in USD;
- Rewards for referring friends;
- Balance between project workload and personal time, but also – internal health policy;
- Responsive leadership interested in your growth and long-lasting cooperation;
- Greenhouse conditions for self-development;
- A culture built on trust, with no time-tracking requirements.
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