Customer Support – SaaS (US Market)

iSummation Technologies Pvt Ltd.; Ahmedabad District; Hybrid; INR 900,000 - 1,400,000; Full time

Job summary

iSummation Technologies Pvt Ltd. is seeking a Customer Support Executive to serve US-based SaaS clients. The role blends product support with account-level sales conversations, including renewals and upsells, in a hybrid setup.

The ideal candidate will have 4+ years in SaaS support, hands-on experience with US clients, and strong English communication. The position requires night shifts aligned with US business hours and continuous customer engagement.

Qualifications

• 4+ years of experience in SaaS customer support.
• Hybrid background with renewals/upsells experience.
• Experience supporting US-based clients and understanding US expectations.
• Excellent English communication and professional presence.
• Familiarity with CRM/helpdesk tools (Zoho, Salesforce, Freshdesk, Zendesk, Intercom).

Responsibilities

• Serve as primary support contact for US customers via calls, email, and chat during US business hours.
• Troubleshoot product issues, billing queries, and usage questions.
• Monitor account health and identify at-risk accounts to reduce churn.
• Identify renewal and upsell opportunities and drive them to closure.
• Log interactions and coordinate with product/engineering to resolve complex issues.
• Conduct product demos and walkthroughs for existing customers as needed.
• Meet defined support SLAs and retention targets.

Skills

SaaS Customer Support

Account Management

US Client Support

English Communication

Tools

Zoho

Salesforce

Freshdesk

Zendesk

Intercom

Job description

We are looking for a Customer Support Executive to support our US-based SaaS clients, handling both day-to-day product support and account-level sales conversations such as renewals and upsells. This is a hybrid support-and-sales role — the candidate will be the primary point of contact for US customers using our SaaS platform, resolving product issues while also identifying opportunities to grow and retain the account. Prior hands-on experience supporting a SaaS/subscription-based product for US customers, combined with exposure to sales or account management, is essential for this role.

KEY RESPONSIBILITIES

• Serve as the primary support contact for US-based customers on our SaaS platform, via calls, email, and chat, aligned with US business hours.
• Troubleshoot and resolve product/platform issues, account and billing queries, and usage questions raised by customers.
• Proactively monitor account health and usage, identify at-risk accounts, and run outreach/save plays to reduce churn.
• Identify renewal, upsell, and cross-sell opportunities during support interactions and drive them to closure.
• Proactively reach out to existing accounts to review usage, address concerns, and reduce churn risk.
• Support and, where required, lead contract renewal and upgrade conversations with US clients.
• Log and maintain accurate records of customer interactions, issues, and opportunities in the CRM/ticketing system.
• Coordinate with product and engineering teams to escalat and resolve complex technical issues.
• Conduct product demos and walkthroughs for existing customers as needed.
• Meet defined support SLAs as well as retention and renewal targets.

REQUIRED QUALIFICATIONS:

• 4+ years of experience must have in SaaS customer support — hands-on experience supporting a SaaS-based product is mandatory.
• Must have experience in both customer support and sales/account management (renewals, upsells, or client relationship management) — hybrid support-and-sales background required.
• Proven experience supporting or selling to US-based clients, with strong understanding of US customer expectations and communication.
• Excellent verbal and written English communication skills with a confident, professional phone and video presence.
• Working knowledge of SaaS/cloud concepts sufficient to troubleshoot and explain product functionality.
• Familiarity with CRM/helpdesk and support tools (e.g., Zoho, Salesforce, Freshdesk, Zendesk, Intercom).
• Strong ownership, problem-solving, and consultative selling mindset — comfortable balancing support resolution with revenue conversations.
• Willingness and ability to work night shift aligned with US business hours.

Relevant Experience: 4+ years

Experience Preferred: From IT industry (Technical Support or SaaS Support)

Time: Permanent Night Shift (6:30 PM - 3:30 AM)