Product-Savvy SaaS Support Specialist

ExtendMyTeam; Austin (TX); On-site; USD 42,000 - 66,000; Full time

Job summary

ExtendMyTeam is seeking a Customer Support Specialist to act as a trusted product expert for a diverse SaaS customer base. You’ll resolve inquiries, document findings, and collaborate with Product, Engineering, and Operations to improve the customer experience in a fast-paced environment.

This role emphasizes problem solving, process improvement, and clear communication. You’ll own operational docs, identify recurring issues, and help scale workflows while delivering timely, accurate support to

Qualifications

• 1+ year of experience in customer support, operations, customer success, or a related role within a technology or SaaS company.
• Strong written communication and organizational skills.
• Excellent project management and multitasking abilities.
• Comfortable collaborating with both technical and non-technical stakeholders.
• Analytical mindset with an interest in understanding technical concepts and explaining them clearly to customers.
• Self-motivated, adaptable, and able to thrive in a fast-paced, evolving environment.

Responsibilities

• Respond to customer support inquiries, delivering timely, accurate, and high-quality resolutions.
• Serve as a product expert for customers and internal stakeholders.
• Partner with Product and Engineering to troubleshoot issues, communicate customer feedback, and improve the product experience.
• Organize and maintain operational documentation and knowledge resources for internal and external audiences.
• Identify recurring issues and recommend process or product improvements to increase efficiency and customer satisfaction.
• Support operational initiatives that improve workflows, scalability, and overall team effectiveness.

Skills

Customer support

Cross-functional collaboration

Documentation

Analytical mindset

Project management

Written communication

Job description

ExtendMyTeam is seeking a Customer Support Specialist to act as a trusted product expert for a diverse SaaS customer base. You’ll resolve inquiries, document findings, and collaborate with Product, Engineering, and Operations to improve the customer experience in a fast-paced environment.

This role emphasizes problem solving, process improvement, and clear communication. You’ll own operational docs, identify recurring issues, and help scale workflows while delivering timely, accurate support to