Specialist, Customer Support EMEA/ NAMER

usemultiplier.com; Pune District; On-site; INR 1,100,000 - 1,900,000; Full time

Benefits offered by this job

Equipment to support you in your role.

Health Insurance.

Job summary

Multiplier is building a high performing Support team to help customers realize the full potential of our platform. We’re seeking a customer-focused Senior Specialist to manage relationships, drive product adoption, and resolve complex issues across the globe.

With 4+ years in SaaS/payroll/HRIS, you’ll work cross-functionally to continuously improve the customer experience. Join a fast-growing team that values clear communication and a proactive approach, and contribute to knowledge bases and

Qualifications

• 4+ years in customer experience or support, ideally in SaaS, payroll or HRIS.
• Strong communication and problem-solving skills.
• Familiarity with SaaS/HRIS platforms and customer support tools (Zendesk, Salesforce, etc.).
• A customer-focused, self-driven, and results-oriented mindset.
• Strong written and verbal communication skills in English
• Flexibility of changing duties and responsibilities
• Organizational skills and experience improving processes
• Ability to work any shift for(APAC, EMEA, or AMER shifts)

Responsibilities

• Own the end-to-end resolution of customer issues while ensuring an outstanding support experience. Engage with customers via email, chat, and video conferencing to troubleshoot and resolve problems efficiently. Be the product expert, and provide deep knowledge and guidance to help customers succeed.
• Partner closely with Product and Engineering teams to enhance the customer experience through feedback and continuous improvement initiatives.
• Ability to create clear and comprehensive process documentation to support internal teams and improve operational efficiency. Contribute to customer-facing knowledge bases by documenting best practices, troubleshooting steps, and product updates.
• De-escalate and resolve issues by leveraging platform and industry expertise (Manage escalations)
• Become product/process expert - you'll be a go-to resource for both customers and coworkers.

Skills

Customer experience

Strong communication

Problem-solving

Tools

Zendesk

Salesforce

Job description

About us:

The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale.

Multiplier is at the forefront of this change. By removing barriers and simplifying global hiring, we’re creating a level playing field where businesses and individuals – (like you) – can compete, grow, and succeed, regardless of geography.

Multiplier empowers companies to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly. Our mission is to build a world without limits, where ambitious businesses can look beyond borders to build their global dream teams. Our unified employment platform, complete with world-class EOR, AOR and Global Payroll products, means it has never been easier to seize the global hiring opportunity.

We’re backed by some of the best in the business, (Sequoia, DST, and Tiger Global), are led by industry-leading experts, scaling fast, and seeking brilliant like-minded enthusiasts to join our team. The future is borderless. Let’s build it together.

Job Overview

We are building a high performing Support team - committed to helping customers realize the full potential of Multiplier. We’re looking for a customer-focused Senior Specialist to enhance customer satisfaction and success across the globe. With 4+ years of experience in SaaS/payroll/HRIS, you’ll manage relationships, drive product adoption, and resolve complex customer issues while working cross-functionally to continuously improve the customer experience.

What You'll Do

• Customer Support: Own the end-to-end resolution of customer issues while ensuring an outstanding support experience. Engage with customers via email, chat, and video conferencing to troubleshoot and resolve problems efficiently. Be the product expert, and provide deep knowledge and guidance to help customers succeed.

• Collaboration: Partner closely with Product and Engineering teams to enhance the customer experience through feedback and continuous improvement initiatives.

• Documentation: Ability to create clear and comprehensive process documentation to support internal teams and improve operational efficiency. Contribute to customer-facing knowledge bases by documenting best practices, troubleshooting steps, and product updates.

• De-escalate and resolve issues by leveraging platform and industry expertise (Manage escalations)

• Become product/process expert - you'll be a go-to resource for both customers and coworkers.

What You'll Bring

• 4+ years in customer experience or support, ideally in SaaS, payroll or HRIS.

• Strong communication and problem-solving skills.

• Familiarity with SaaS/HRIS platforms and customer support tools (Zendesk, Salesforce, etc.).

• A customer-focused, self-driven, and results-oriented mindset.

• Strong written and verbal communication skills in English

• Flexibility of changing duties and responsibilities

• Organizational skills and experience improving processes

• Ability to work any shift for(APAC, EMEA, or AMER shifts)

Perks

• Equipment to support you in your role.

• Health Insurance.