Key skills
AISaaSCommunication
About this role
Role Overview
- handling inbound operational support requests
- troubleshooting reported issues
- qualify each request, gather all the information needed for resolution
- escalate to Product and Engineering with a clean, actionable brief
- keep MSPs informed with clear status updates, ETAs, and confirmation when a fix ships
- Track every open bug and feature request from intake → triage → fix → release → MSP communication
- Run the weekly bug triage with Product and Engineering
Requirements
- 4+ years in operational customer support/customer care, QA with client facing experience, at a B2B SaaS company
- Experience with ticketing systems such as Zendesk, Intercom, or similar
- Strong Product knowledge and basic technical instincts
- Excellent written communication
- Excellent interpersonal skills
- Operator mindset
- AI in your daily work
Benefits
- comprehensive health and dental coverage
- 401(k) retirement plan