Product Support Specialist

Podium; Lahore; On-site; PKR 334,800 - 669,600; Full time

Job summary

Podium is looking for a Customer Support Specialist to assist customers in Lahore. This role focuses on troubleshooting, optimizing platform use, and delivering a high-quality customer experience across various communication channels.

You will need 2-3 years of customer support experience in a SaaS environment and the ability to communicate fluently in English. This position requires onsite availability during U.S. business hours, making it essential to work collaboratively with multiple teams to ensure customer satisfaction and engagement.

Qualifications

• 2-3 years of SaaS customer support experience.
• Ability to work onsite in Lahore.
• Experience with online software or IT support.

Responsibilities

• Answer customer queries and troubleshoot issues.
• Deliver timely and effective support across channels.
• Collaborate with teams to enhance customer engagement.

Skills

Fluent English

Customer support experience

Technical expertise in SaaS

Experience with support systems

Tools

Salesforce

Zendesk

Freshdesk

Intercom

Job description

Podium is hiring a Customer Support Specialist to assist our customers with troubleshooting and maximizing the value of our platform.

What you will be doing

• Answer how-to questions and troubleshoot the Podium platform for customers.
• Deliver a human‑first experience and resolve issues through voice and written interactions across chat, email, phone, and Podium tools in a timely and accurate manner.
• Become an expert in Podium products at both a technical and customer use‑case level.
• Proactively identify opportunities to help customers maximize value from Podium and suggest new ways to work smarter.
• Work with Podium to increase organizational efficiencies, share feedback, and help others work smarter while driving customer value higher.
• Collaborate with cross‑functional teams (Sales, Onboarding, Account Management, Retention, etc.) to increase customer engagement and contribute to retaining customers long term.

General terms of contract fulfillment

• Ticket resolution + case volume.
• Customer satisfaction + quality of customer interactions.

What experience you should have

• Must speak English fluently.
• Must be geographically based in Lahore, Pakistan.
• Must be available to work onsite at our Lahore office location.
• 2–3 years of providing SaaS customer support to businesses, with examples of influencing customers for the better.
• Demonstrated background of supporting multiple online software or SaaS products and/or IT experience.
• Experience building best practices geared towards supporting quality and efficiencies, possibly from serving as a Subject Matter Expert or similar roles.
• Ability to balance independent work and ambiguity while contributing to improved customer satisfaction.
• Multiple examples of prioritizing high‑impact/value work among competing priorities or demands.
• Familiarity with navigating and working with multiple support systems such as Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom, etc.

What you should know

• Must be available to provide services within U.S. business hours.

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.