Enterprise SaaS Support Specialist (Tier 1)

HelpfulRemote; Northern (KY); Hybrid; USD 65,000 - 72,000; Full time

Job summary

HelpfulRemote in the United States is seeking an experienced enterprise support specialist to handle complex Tier 1 tickets for a scheduling and business management platform used by salons, spas, and self-care businesses. Support is provided via live chat, email, text, phone, and screen-sharing to owners, front desk staff, and service providers.

Requirements include 2–4+ years in customer-facing SaaS support, strong written and verbal communication, and empathy.

Qualifications

• 2–4+ years in customer-facing enterprise SaaS support.
• Strong written and verbal communication skills.
• Empathy and ability to de-escalate difficult interactions.

Responsibilities

• Handle complex Tier 1 support tickets for a scheduling and business management platform.
• Provide support via live chat, email, text, phone, and screen-sharing; troubleshoot issues and de-escalate conversations.

Skills

Customer-facing support

Written communication

Verbal communication

Empathy

Incident response

Job description

HelpfulRemote in the United States is seeking an experienced enterprise support specialist to handle complex Tier 1 tickets for a scheduling and business management platform used by salons, spas, and self-care businesses. Support is provided via live chat, email, text, phone, and screen-sharing to owners, front desk staff, and service providers.

Requirements include 2–4+ years in customer-facing SaaS support, strong written and verbal communication, and empathy.