SaaS Client Support Specialist: Onboarding & Solutions

Decklaration; Lahore; On-site; PKR 446,000 - 781,000; Full time

Job summary

Decklaration seeks a Client Support Associate to assist our existing clients, resolving queries and ensuring smooth day-to-day platform usage in a SaaS fleet management environment. You will respond via chat, email, and calls, troubleshoot issues, guide on platform features, and collaborate with product and onboarding teams to ensure a seamless client experience with AI-assisted resolutions.

We value customer focus, proactive problem solving, and clear English communication to deliver reliable

Qualifications

• 6 months to 1 year of experience in client support, customer service, or similar roles in a SaaS environment.
• Strong problem-solving and troubleshooting skills.
• Good English communication skills with the ability to assist clients clearly.
• Ability to handle multiple client queries and prioritize effectively.
• Detail-oriented with strong organizational skills.
• Experience using CRM or support tools is a plus.
• Strong understanding of AI Tools mainly Claude and Claude code.
• Customer-focused mindset with a proactive approach.

Responsibilities

• Respond to client queries via chat, email, and calls in a timely and professional manner.
• Troubleshoot platform-related issues and provide clear, step-by-step solutions.
• Assist clients with day-to-day operations including bookings, pricing updates, and system usage.
• Identify, investigate, and escalate technical issues to the relevant internal teams when needed.
• Maintain accurate records of client interactions, issues, and resolutions.
• Guide clients on platform features, best practices, and new updates.
• Monitor recurring issues and proactively suggest improvements or solutions.
• Collaborate with onboarding, product, and technical teams to ensure a seamless client experience.
• Ensure high levels of customer satisfaction and timely resolution of concerns using AI-assisted automated solutions.

Skills

Client support experience

Troubleshooting

English communication

AI Tools (Claude)

Tools

CRM tools

Job description

Decklaration seeks a Client Support Associate to assist our existing clients, resolving queries and ensuring smooth day-to-day platform usage in a SaaS fleet management environment. You will respond via chat, email, and calls, troubleshoot issues, guide on platform features, and collaborate with product and onboarding teams to ensure a seamless client experience with AI-assisted resolutions.

We value customer focus, proactive problem solving, and clear English communication to deliver reliable