SaaS Customer Support Consultant, fluent English
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Job Description
Join SupportYourApp as a SaaS Customer Support Consultant providing exceptional service remotely. Engage in a multicultural environment with opportunities for growth and skill development.
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:
- 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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