Customer Support Specialist, SAAS

Job not on LinkedIn

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Staff Domain

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🎯 Recruiter

👥 HR Tech

🤝 B2B

Recruitment • HR Tech • B2B

Staff Domain is a company dedicated to helping individuals build fulfilling careers by providing a dynamic and supportive work environment. With offices in various locations including Australia, the United States, the Philippines, and South Africa, Staff Domain focuses on connecting job seekers with opportunities that align with their personal and professional goals.

📋 Description

• Handle front-line customer enquiries across phone, email, live chat, and ticket channels, resolving issues accurately and to satisfactory completion. • Own the full ticket lifecycle in the support system, from initial triage through to resolution, follow-up, and closure. • Diagnose technical and non-technical product issues using structured problem-solving, and communicate root cause clearly to customers at their level of technical literacy. • Collaborate with Sales, Customer Success, Marketing, Product, and Engineering to escalate, resolve, and close the loop on customer-reported issues. • Leverage the full CS tech stack (including HubSpot, Intercom, FIN and Fergus product data) to manage your support pipeline efficiently and deliver a more personalised customer experience. • Use approved AI-powered tools to assist with drafting communications, summarising customer session notes, and identifying recurring issue patterns to reduce manual effort without compromising quality. • Always review AI-generated outputs for accuracy and tone before they reach a customer, and only use tools approved by Fergus for handling customer data. • Stay current with emerging tools relevant to support and customer success; share observations and suggestions with the Customer Support Lead on what could improve team efficiency or reduce contact volume. • Produce and maintain Help Centre content (articles, videos, and product images) that reduces contact volume and empowers customers to self-serve. • Test product workflows and sample data sets to verify expected behaviour, feeding structured findings back to Engineering. • Identify and surface patterns in customer feedback that indicate product gaps, usability issues, or training needs, contributing to the team's voice-of-customer input to the product roadmap.

🎯 Requirements

• 2+ years' experience in a customer-facing role, ideally within a SaaS or technology environment. • Experience using help desk tools, CRM systems, and workflow automation platforms such as HubSpot and Intercom. • Comfortable using AI tools (e.g. Claude, ChatGPT, Microsoft Copilot, Gemini) in a work setting, with an understanding of where they help and where they don't. • Ability to write and edit documentation, including internal knowledge base content and customer-facing Help Centre articles. • Interest in SaaS, workflow tools, or field service industries desirable. • Degree-level education or equivalent professional experience desirable.

🏖️ Benefits

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents). • Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary). • Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!.