(Fluent English) Customer Support Consultant, SaaS (Remote)

SupportYourApp; México; Remote; MXN 377,000 - 753,000; Full time

Benefits offered by this job

Flexible schedule

Fully remote work

Inclusive international environment

Compensation in USD

Referral rewards

Work-life balance with health policy

Growth-oriented leadership

Self-development culture

Trust-based culture without time-traxk

Job summary

SupportYourApp is seeking a Customer Support Consultant to handle inquiries, billing questions, and technical troubleshooting for SaaS products in a fast-paced, remote environment. You will resolve issues, provide product information, and maintain high customer satisfaction across international clients.

Ideal candidates have strong English (C1), at least 6 months in support, and experience with CRM systems and ticketing platforms.

Qualifications

• 6 months of experience in a customer support role.
• Experience in SaaS or cybersecurity customer support.
• Strong English (C1) for speaking and writing.
• Knowledge of computer science.
• Fast-paced, high-volume support experience.
• Strong troubleshooting and problem-solving skills.
• Ability to communicate clearly, professionally, and empathetically.
• Proficient with CRM systems and ticketing platforms.
• Stakeholder management across teams.

Responsibilities

• Respond to customer email inquiries in accordance with SLAs.
• Handle billing questions, account management requests, cancellations, and disputes.
• Identify customer needs and provide effective, solution-oriented support.
• Troubleshoot technical products and applications to resolve issues.
• Provide general product information and respond to sales inquiries when needed.
• Manage open support cases and proactively update unresolved issues.
• Follow up with customers to ensure all issues are resolved.
• Escalate complex or high-priority issues to the appropriate team.
• Communicate status updates to customers and internal stakeholders.

Skills

Excellent English (C1)

6 months experience

SaaS or cybersecurity support

Troubleshooting

Clear, professional, empathetic comms

Stakeholder management

Urgent/task ownership

Technical aptitude with software

Tools

CRM systems

Zendesk or ticketing system

Job description

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world's leading SaaS, software, or hardware solutions? Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let's see what it takes.

What you will do:

• Respond to customer email inquiries in accordance with established service level agreements;
• Handle billing-related questions, account management requests, cancellations, and disputes;
• Identify customer needs and provide effective, solution-oriented support;
• Troubleshoot technical products and applications to help customers resolve issues;
• Provide general product information and respond to sales-related inquiries when needed;
• Manage open support cases, ensuring unresolved issues are actively tracked and updated;
• Follow up with customers in a timely manner to ensure all issues are resolved;
• Escalate complex or high-priority issues to the appropriate team when needed;
• Communicate status updates proactively to customers and internal stakeholders, ensuring transparency and timely follow-through.

What you need to succeed in this role:

• Excellent English skills (C1 for both spoken and written) ;
• At least 6 months of experience in a customer support role ;
• Previous experience in a customer support for a SaaS or cybersecurity company ;
• Computer science knowledge ;
• Experience performing effectively in a fast-paced, high-volume environment ;
• Strong technical aptitude and confidence working with software and digital products;
• Strong troubleshooting and problem-solving skills;
• A sense of urgency and the ability to manage tasks through to completion;
• The ability to communicate clearly, professionally, and empathetically with customers;
• Strong stakeholder management skills, with the ability to work effectively across teams and customer groups;
• Basic computer skills and the ability to work with CRM systems and support tools;
• Commitment to delivering high-quality customer service and meeting performance targets;
• Personal laptop or computer (at least 8 GB of RAM) and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Will be a great plus: Experience communicating with customers via email; Experience using ticketing systems such as Zendesk or similar support platforms; The ability to quickly learn and adapt to new software, systems, and technical processes.

Benefits:

• Flexible schedule;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also - internal health policy;
• Responsive leadership interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook , Instagram , and LinkedIn .

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.