Remote SaaS Support Specialist — Onboarding & Help Center

Zilon International; Lahore; Remote; PKR 1,004,000 - 1,451,000; Full time

Benefits offered by this job

Bonus

Flexible hours

Remote-first environment

Job summary

Zilon International is seeking a Customer Support Executive in a remote-friendly setup with a base in Pakistan. The role centers on assisting users of a SaaS commerce platform, building a scalable support process, and delivering onboarding guidance.

You will respond across channels, document common issues, and collaborate with product and engineering to improve the support experience. A 2+ year background in customer support is required.

Qualifications

• 2+ years of experience in customer support, preferably SaaS or tech.
• Familiarity with retail industry or commerce platforms is a plus.
• Experience with VOIP systems (RingCentral, Aircall, or similar).
• Strong written and verbal English communication.
• Knowledge of ticketing tools (Zendesk, Freshdesk, or similar).
• Comfortable in a fast-paced remote-first environment.
• Ability to document support processes and contribute to knowledge base.

Responsibilities

• Respond to customer queries across email, live chat, phone, and tickets.
• Develop and maintain support docs, FAQs, and knowledge base.
• Provide onboarding assistance and guide users through features.
• Triaged requests, escalating where needed and tracking SLAs.
• Collaborate with technical teams to report bugs and feature requests.

Skills

Customer support

SaaS experience

Communication skills

Documentation

Multi-channel support

Remote-friendly

Education

BSCS

Tools

Zendesk

Freshdesk

CRM tools

VOIP systems

Job description

Zilon International is seeking a Customer Support Executive in a remote-friendly setup with a base in Pakistan. The role centers on assisting users of a SaaS commerce platform, building a scalable support process, and delivering onboarding guidance.

You will respond across channels, document common issues, and collaborate with product and engineering to improve the support experience. A 2+ year background in customer support is required.