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;

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);

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.

SaaS Customer Support Consultant, Fluent English

Key skills