SaaS Customer Support Consultant, fluent English

🔥 6 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

SupportYourApp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

📡 Telecommunications

💰 Venture Round on 2017-10

B2B • SaaS • Telecommunications

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 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