Remote SaaS Support Consultant - Global Role

SupportYourApp; Ciudad de México; Remote; MXN 732,000 - 1,097,000; Full time

Benefits offered by this job

Opportunity to cooperate remotely

Inclusive international environment

USD compensation

SupportYourApp culture and growth

Job summary

SupportYourApp is hiring a SaaS Customer Support Consultant to deliver top-tier support via email and phone, troubleshoot issues, and drive resolutions. You will work across Product, Engineering and Customer Success to enhance the customer experience in a fully remote, international setting.

We seek candidates with strong English, SaaS support experience, Zendesk proficiency, and a proactive, customer-first mindset.

Qualifications

• Proven experience in a SaaS/tech customer support role.
• Fluent English (C2) for speaking and writing.
• Experience with Zendesk or similar ticketing systems.
• Strong troubleshooting and problem-solving skills.
• Ability to manage tasks with urgency and meet targets.
• Clear, professional and empathetic communication across customers.
• Stakeholder management across teams and customer groups.
• Customer-focused mindset delivering high-quality service.
• Basic computer skills and familiarity with CRM tools.
• Must have a personal laptop (≥8GB RAM) and a reliable internet connection.

Responsibilities

• Deliver outstanding customer support via emails and calls.
• Diagnose, troubleshoot and triage customer-reported issues, driving investigations to resolution or escalation.
• Respond to inquiries with clear, timely solutions, focusing on Tier 1 requests.
• Manage open support cases and update unresolved issues.
• Escalate complex or high-priority issues to appropriate teams.
• Provide status updates to customers and internal stakeholders.
• Document troubleshooting steps, root causes and resolutions for knowledge sharing.
• Collaborate with Product, Engineering and Customer Success to improve customer experience.

Skills

English (C2)

Customer support experience

Zendesk

Troubleshooting

Task management

Clear communication

Stakeholder management

Customer focus

CRM basics

Performance targets

Home setup

Tools

Zendesk

CRM systems

Job description

SupportYourApp is hiring a SaaS Customer Support Consultant to deliver top-tier support via email and phone, troubleshoot issues, and drive resolutions. You will work across Product, Engineering and Customer Success to enhance the customer experience in a fully remote, international setting.

We seek candidates with strong English, SaaS support experience, Zendesk proficiency, and a proactive, customer-first mindset.