Senior Specialist, Customer Support (APAC/ EMEA/ NAMER)

usemultiplier.com; Bengaluru, Pune District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

usemultiplier.com is seeking a Senior Customer Support Specialist to join our global team from Pune or Bengaluru. You will own complex customer issues end-to-end, build strong relationships, and drive product adoption across regions.

You will collaborate with Product and Engineering, contribute to knowledge bases, and become a go-to expert for both customers and internal teams. You should bring 4+ years in SaaS, Payroll, or HRIS, excellent English communication, and hands-on experience with

Qualifications

• 4+ years of experience in Customer Support or Customer Experience, preferably in SaaS, Payroll, or HRIS environments.
• Strong problem-solving and analytical skills with a customer-first mindset.
• Hands-on experience with customer support tools such as Zendesk, Salesforce, or similar platforms.
• Excellent written and verbal communication skills in English.
• Strong organizational skills with experience in process improvement and documentation.
• Self-driven, adaptable, and comfortable working in a fast-changing environment.
• Flexibility to work APAC, EMEA, or AMER shifts based on business needs.

Responsibilities

• Own the end-to-end resolution of customer issues while delivering an outstanding support experience.
• Engage with customers via email, chat, and video conferencing to troubleshoot and resolve issues.
• Act as a product expert, providing deep platform knowledge and guidance to help customers succeed.
• Manage escalations, de-escalate complex situations, and drive timely resolutions using platform and industry expertise.
• Partner closely with Product and Engineering teams to share customer feedback and contribute to product and experience improvements.
• Act as a bridge between customers and internal stakeholders to ensure alignment and clarity.
• Create clear, structured, and comprehensive process documentation to support internal teams and improve operational efficiency.
• Contribute to customer-facing knowledge bases, including best practices, troubleshooting guides, and product updates.
• Become a go-to product and process expert for both customers and internal teams.
• Support peers with complex cases, product questions, and operational best practices.

Skills

SaaS experience

HRIS

Payroll

Zendesk

Salesforce

English proficiency

Process documentation

Analytical skills

Customer focus

Tools

Zendesk

Salesforce

Job description

Senior Customer Support Specialist

Location: Pune, Bangalore Function: Customer Support (HR, Benefits, Payroll, Billing & Account Operations)

Job Overview

We are building a high-performing Support team committed to helping customers realize the full potential of Multiplier. We are looking for a customer-focused Senior Customer Support Specialist who will play a critical role in driving customer satisfaction and success globally.

With 4+ years of experience in SaaS, Payroll, or HRIS, you will own complex customer issues end-to-end, build strong customer relationships, drive product adoption, and collaborate closely with internal teams to continuously improve the customer experience.

Customer Support & Issue Resolution

• Own the end-to-end resolution of customer issues while delivering an outstanding support experience.

• Engage with customers via email, chat, and video conferencing to troubleshoot and resolve issues efficiently.

• Act as a product expert, providing deep platform knowledge and guidance to help customers succeed.

• Manage escalations, de-escalate complex situations, and drive timely resolutions using platform and industry expertise.

Cross-Functional Collaboration

• Partner closely with Product and Engineering teams to share customer feedback and contribute to product and experience improvements.

• Act as a bridge between customers and internal stakeholders to ensure alignment and clarity.

Documentation & Knowledge Management

• Create clear, structured, and comprehensive process documentation to support internal teams and improve operational efficiency.

• Contribute to customer-facing knowledge bases, including best practices, troubleshooting guides, and product updates.

Subject Matter Expertise

• Become a go-to product and process expert for both customers and internal teams.

• Support peers with complex cases, product questions, and operational best practices.

What You’ll Bring

• 4+ years of experience in Customer Support or Customer Experience, preferably in SaaS, Payroll, or HRIS environments.

• Strong problem-solving and analytical skills with a customer-first mindset.

• Hands-on experience with customer support tools such as Zendesk, Salesforce, or similar platforms.

• Excellent written and verbal communication skills in English.

• Strong organizational skills with experience in process improvement and documentation.

• Self-driven, adaptable, and comfortable working in a fast-changing environment.

• Flexibility to work APAC, EMEA, or AMER shifts based on business needs.