Remote SaaS Customer Support Specialist

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

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.