SaaS Customer Success & Support Associate

Remotedxb; Dubai; On-site; AED 40,000 - 70,000; Full time

Job summary

Osano in Dubai seeks a Customer Support Associate with 1-2 years in SaaS support to help self-service customers by answering product and account questions. You will collaborate with the Customer Experience team to surface insights and maintain knowledge base resources.

You will monitor PLG metrics, assist with customer communications and reporting, and support day-to-day operations. The role emphasizes a customer-first mindset, clear communication, and rapid learning of new software.

Qualifications

• 1-2 years of experience in customer support, customer success, or SaaS support.
• Strong written and verbal communication skills.
• Excellent attention to detail and organizational skills.
• Customer-first mindset.
• Ability to learn new software and technology quickly.
• Ability to work independently while seeking feedback.

Responsibilities

• Support self-service customers through proactive outreach and answering product or account questions.
• Escalate complex issues and surface expansion opportunities to the Customer Experience team.
• Organize and maintain self-service resources and knowledge base articles.
• Track customer questions, onboarding challenges, and recurring themes to improve the customer journey.
• Monitor Product-Led Growth (PLG) metrics including signups, activation, and implementation progress.
• Assist with customer communications, simple reporting, and internal documentation.
• Support day-to-day operational tasks within the Customer Experience team.

Tools

Zendesk

Intercom

HubSpot

Salesforce

Job description

Osano in Dubai seeks a Customer Support Associate with 1-2 years in SaaS support to help self-service customers by answering product and account questions. You will collaborate with the Customer Experience team to surface insights and maintain knowledge base resources.

You will monitor PLG metrics, assist with customer communications and reporting, and support day-to-day operations. The role emphasizes a customer-first mindset, clear communication, and rapid learning of new software.