(English C1) Customer Support Consultant, SaaS (remote)

SupportYourApp; United States; Remote; USD 25,000 - 39,000; Full time

Benefits offered by this job

Flexible schedule

Remote cooperation

Inclusive international environment

Compensation in USD

Referral rewards

No time-tracking policy

Job summary

SupportYourApp is seeking a Customer Support Consultant to deliver outstanding support for our global clients from a home office. In this role you will handle emails and calls, troubleshoot product questions, and maintain timely SLA-compliant responses with a customer-first approach.

You will work in a fast-paced, high-volume environment and collaborate with cross-functional teams. Prior SaaS or cybersecurity support experience, strong English (C1), and solid CRM skills are required for success.

Qualifications

• 6+ months of experience in a customer support role.
• Experience supporting SaaS or cybersecurity products is a plus.
• Strong troubleshooting and problem-solving abilities, with a customer-focused mindset.

Responsibilities

• Deliver outstanding customer support via emails and calls.
• Assist customers with product questions and technical issues, offering solutions.
• Respond to emails in line with SLAs and manage open support cases.
• Escalate complex issues to the appropriate team when needed.
• Provide timely status updates to customers and internal stakeholders.

Skills

Excellent English (C1)

Customer support experience

Fast-paced environment

CRM experience

SaaS knowledge

Troubleshooting

Tools

Zendesk

CRM software

Job description

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world's leading SaaS, software, or hardware solutions?

Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Lets see what it takes.

What you will do:

• Deliver outstanding customer support via emails and calls;
• Assisting customers with product-related questions, technical troubleshooting, and solution-oriented support;
• Responding to customer email inquiries in accordance with established service level agreements;
• Manage open support cases, ensuring unresolved issues are actively tracked and updated;
• Escalate complex or high-priority issues to the appropriate team when needed;
• Proactively communicate status updates to customers and internal stakeholders, ensuring transparency and timely follow-through;

What you need to succeed in this role:

• Excellent English skills (C1 for both spoken and written);
• At least 6 months of experience in a customer support role;
• Previous experience in a customer support for a SaaS or cybersecurity company;
• Computer science knowledge;
• Experience performing effectively in a fast-paced, high-volume environment.
• Strong troubleshooting and problem-solving skills;
• A sense of urgency and the ability to manage tasks through to completion;
• The ability to communicate clearly, professionally and empathetically with customers;
• Strong stakeholder management skills, with the ability to work effectively across teams and customer groups;
• A customer-focused mindset with a commitment to delivering a positive support experience;
• Basic computer skills and ability to work with CRM systems and support tools;
• Commitment to delivering high-quality customer service and meeting performance targets;
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps-download and 40 Mbps-upload).

Will be a great plus:

• Strong technical aptitude and the ability to quickly learn and adapt to new software and systems.
• Experience using ticketing systems such as Zendesk or similar support platforms;

Benefits:

• Flexible schedule;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also -internal health policy;
• Responsive leadership interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

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