Customer Support Specialist I

Loopio Inc.; India; Remote; INR 4,360,000 - 7,267,000; Full time

Job summary

Loopio Inc. is seeking a customer-focused Support Specialist to help resolve issues for North American customers. You will handle tickets and calls, reproduce problems, and craft clear, actionable solutions while building self-service resources. Join a collaborative team that values continuous learning and customer-first outcomes.

You will work with the wider Support Team to ensure timely, empathetic assistance and to drive customer success across our SaaS platform.

Qualifications

• 2+ years in a B2B SaaS customer-facing role.
• Experience supporting North American customers is a plus.
• Proficiency with Salesforce; Zendesk experience preferred.
• Willingness to adjust shifts to ensure coverage.
• Strong communication, problem-solving and learning mindset.

Responsibilities

• Respond to support tickets and phone inquiries with timely, high-quality solutions.
• Reproduce issues, review logs, and reference internal resources as needed.
• Provide actionable workarounds and clear explanations to customers.
• Create and maintain self-service help center content.
• Collaborate with Engineering, Product and Design to prioritize feedback.
• Participate in team training and share new product learnings.

Skills

Customer-facing

Problem-solving

Curiosity

Tech-savvy

Tools

Salesforce

Zendesk

Job description

Take your career to new heights with Loopio!

Are you passionate about solving problems, learning something new every day, and connecting with and helping customers? If so, we're looking for a curious, solution-oriented, empathetic individual to join our Support Team. Our Support Specialists take ownership of troubleshooting and resolving reported issues in a timely fashion, providing best-in-class customer service and creating a customer for life. Our customers always know we have their back!

Work Hours:
This customer support role primarily serves our North American customers. As such, we're looking for a Customer Support Specialist to join our team with core hours of 5 AM - 1 PM ET, which adjusts according to daylight saving time in Canada as follows:

• Daylight Saving Time (March to November): 2:30 PM - 10:30 PM IST

• Standard Time (November to March): 3:30 PM - 11:30 PM IST

Based on business needs and ticket volume, this role may also occasionally require coverage during our 11 PM - 7 AM ET window:

• Daylight Saving Time (March to November): 8:30 AM - 4:30 PM IST

• Standard Time (November to March): 9:30 AM - 5:30 PM IST
  

To take note: In alignment with our "Got Your Back" team mantra, this role may occasionally require flexible scheduling, whether to cover absences due to leave, illness, statutory holidays, unforeseen circumstances, or shifts in ticket volume. Advance notice will be provided ahead of any shift change, except in rare urgent circumstances. A day in lieu will be provided when scheduling shifts outside your core hours.

Snapshot:

• Employment Term: Full-time, Monday to Friday

• Work Hours: As per shift timings laid out above

• Relevant Experience: 2+ Years in a client-facing or support role

What You’ll Be Doing:

• Support: Provide personalized and relevant assistance to all Loopio users (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries.

  • Reproduce issues, review logs and internal resources as needed to debug issues

  • Deliver viable workarounds and solutions to help customers meet deadlines

  • Provide both quick and high-quality support to our customers, via email and phone

  • Communicate complex information to customers in a simple and easy-to-understand format

• Empower: Create and maintain help center resources to aid customers in self-service

  • Document internal learnings, assisting other support team members in solving tickets

  • Participate in internal training sessions to teach your teammates new skills

• Partner: With the wider Customer Experience team, delivering value and contributing to customer retention

  • With Engineering as the main support escalation point, bringing the voice of the user to prioritize software defects

  • With Product and Design by sharing customer product feedback and discussing feature requests

• Learn: Continuously learn about new features and product improvements, maintaining SME knowledge

  • Participate in team huddles to share new product learnings

  • Spot trends and proactively identify areas for team/process/product improvements

What You’ll Bring to the Team:

• 2+ years of experience in a B2B SaaS customer-facing role.

• Strong desire and passion for helping and supporting others; "Got Your Back" is our team mantra

• Strong working knowledge of Salesforce. Bonus if you have your Salesforce certification.

• Experience with supporting customers in North America is an asset.

• Willingness and ability to adapt shift times occasionally if needed to ensure continuous support coverage.

• Curious with great detective skills - problem-solving really gets you excited!

• Tech savvy, a strong understanding and a thirst to learn new technologies and tools