Customer Support Specialist

Joveo; Bengaluru; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Joveo, the founding Customer Support teammate, is building a strategic support org. You will own complex platform and campaign issues from intake to resolution, partnering with Product, Engineering, and Customer Success to deliver world-class solutions for enterprise clients.

You will investigate platform issues, triage systemic bugs, and author Help Center articles to drive self-service and efficiency. 2+ years in B2B SaaS support is required, with strong communication and analytical skills.

Qualifications

• 2+ years in Customer Support or Technical Support in a complex B2B SaaS environment.
• Flawless written and verbal skills with ability to translate complex concepts clearly.
• Familiarity with APIs, XML, or basic data analysis (Excel/Sheets) is a plus.
• Experience with enterprise ticketing and bug-tracking systems.

Responsibilities

• Own the Resolution: Manage complex technical and operational inquiries from intake to resolution.
• Investigate & Troubleshoot: Deep-dive into Joveo's platform to resolve campaign issues and data discrepancies.
• Strategically Escalate: Triage and escalate systemic issues to Engineering and Product with clear steps.
• Build the Foundation: Create Help Center articles and SOPs to drive self-service and team efficiency.

Skills

Customer support

Technical support

Communication

Analytical problem solving

APIs

XML

Excel/Sheets

Tools

Zendesk

Jira

Salesforce Service Cloud

Job description

Customer Support Specialist (Founding Team)

Department: Customer Success & Operations

The Role

We are building a brand-new, strategic Customer Support organization. As a founding member, you won't just process tickets - you will act as the heartbeat of our customer experience. You will own complex platform and campaign issues from intake to resolution, partnering closely with Product, Engineering, and Customer Success to deliver world-class solutions to our enterprise clients.

What You Will Do

• Own the Resolution: Manage complex technical and operational customer inquiries from initial intake to successful resolution.
• Investigate & Troubleshoot: Deep-dive into Joveo's platform to resolve campaign delivery issues, reporting discrepancies, and integration bugs.
• Strategically Escalate: Triage and seamlessly escalated systemic issues to Engineering and Product, providing clear, reproducible steps.
• Build the Foundation: Identify recurring pain points and author Help Center articles and internal SOPs to drive customer self-service and team efficiency.

What You Bring

• Experience: 2+ years of Customer Support or Technical Support experience in a complex B2B SaaS environment.
• Communication: Flawless written and verbal skills; ability to translate complex technical concepts into empathetic, clear language.
• Analytical Problem Solving: You don't just look for quick fixes; you ask "why" to uncover root causes. Familiarity with APIs, XML, or basic data analysis (Excel/Sheets) is a massive plus.
• Tech Stack: Proficiency in enterprise ticketing and bug-tracking systems (e.g., Zendesk, Jira, Salesforce Service Cloud).

Success Metrics

You will be measured on maintaining a 95%+ CSAT score, consistently hitting SLA targets (Time to First Response and Resolution Time), and contributing to our knowledge base.

About Joveo

As the global leader in AI-powered recruitment marketing, we are transforming talent attraction and recruitment media buying for the world's largest and smartest employers, staffing businesses, RPOs, and recruitment advertising agencies.

The Joveo platform enables businesses to attract, source, engage, and hire the most relevant candidates on time, within their budget. Powering millions of jobs every day, our data-driven recruitment marketing platform uses advanced data science and machine learning to dynamically manage and optimize talent sourcing and applications across all online channels while providing real-time insights at every step of the job seeker journey, from click to hire.

Joveo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. For more information, visit www.joveo.com