SaaS Customer Support Consultant, Fluent English

🕒 June 4

🌐 Bosnia and Herzegovina, Portugal, +3 more countries – Remote

🇧🇦 Bosnia and Herzegovina – Remote 🇵🇹 Portugal – Remote 🇷🇸 Serbia – Remote 🇭🇺 Hungary – Remote 🇹🇷 Turkey – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 56%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SupportYourApp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 Venture Round on 2017-10

Consulting • Logistics • Marketing

SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.

📋 Description

• Deliver customer support via email and calls • Diagnose, troubleshoot and triage customer-reported issues through resolution or escalation • Resolve common Tier 1 support requests • Manage and track open support cases and update unresolved issues • Escalate complex or high-priority issues to appropriate teams • Communicate status updates to customers and internal stakeholders • Document troubleshooting steps, root causes, resolutions and customer feedback • Collaborate with Product, Engineering and Customer Success teams to investigate issues and improve 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 • Ability to manage tasks through to completion • Ability to communicate clearly, professionally and empathetically with customers • Strong stakeholder management skills and ability to work effectively across teams and customer groups • Customer-focused mindset • Commitment to delivering high-quality customer service and meeting performance targets • Basic computer skills and ability to work with CRM systems and support tools • Personal laptop or computer with at least 8GB RAM • Stable internet connection with minimum 50 Mbps download and 40 Mbps upload • Logistics industry knowledge or experience is a strong advantage

🏖️ Benefits

• Full-time position, Monday–Friday, 9:00 PM–05:00 AM (EDT/GMT-4) • Fully remote work opportunity • Inclusive international environment • Compensation in USD • Rewards for referring friends • Balance between project workload and personal time • Internal health policy • Responsive leadership focused on growth and long-lasting cooperation • Greenhouse conditions for self-development • Trust-based culture with no time-tracking requirements • Potential benefits and conditions defined in the engagement agreement; contractor eligibility may vary