Remote L1 Support Specialist (FinTech SaaS)

SupportYourApp; Málaga; Remote; EUR 36,000 - 54,000; Full time

Benefits offered by this job

Fixed schedule: Mon–Fri, 9 AM–5 PM GMT

Fully remote within the EU

Compensation in USD

Referral rewards

Supportive leadership and development

Job summary

SupportYourApp is seeking an L1 Customer Support Specialist to join a global, remote-friendly team. You will handle inquiries from FinTech clients, manage tickets in Zendesk, and collaborate with technical and product teams to resolve issues efficiently.

The role emphasizes excellent English communication, strong ticket management skills, and the ability to work independently within an EU remote environment.

Qualifications

• Experience in customer support, preferably B2B SaaS or software support.
• Strong knowledge of ticket management, SLAs, escalation procedures.
• Excellent English communication, both spoken and written.

Responsibilities

• Monitor and respond to incoming tickets in Zendesk.
• Provide first responses within SLAs.
• Collect issue details and reproduce steps to troubleshoot.
• Escalate complex issues to L2, QA, or development teams.
• Coordinate changes and feature requests with internal teams.
• Keep customers updated on progress and outcomes.
• Create and track bug tickets in Azure DevOps.
• Suggest improvements to support workflows and Zendesk processes.

Skills

Excellent English

Customer support

FinTech familiarity

B2B SaaS support

Ticket management

Tech-savvy

EU resident

Tools

Zendesk

Job description

SupportYourApp is seeking an L1 Customer Support Specialist to join a global, remote-friendly team. You will handle inquiries from FinTech clients, manage tickets in Zendesk, and collaborate with technical and product teams to resolve issues efficiently.

The role emphasizes excellent English communication, strong ticket management skills, and the ability to work independently within an EU remote environment.