Rapid-Response SaaS Support Specialist

ePayPolicy; Austin (TX); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

401K

FTO

ePayItForward initiatives

Culture of inclusion

Kitchen stocked

Lunch stipend onsite

Open communication

Growth opportunities

Job summary

ePayPolicy, based in Austin, TX, is hiring a Customer Support Representative to deliver world-class service for a fast-growing SaaS payment platform used by insurance companies nationwide.

You will troubleshoot issues via email, phone, and live chat; onboard new customers; and identify opportunities to upsell features. Join a collaborative team that values initiative, clear communication, and early adoption of AI tools to improve customer experiences.

Qualifications

• 2+ years of customer service at a SaaS company
• Strong communication and problem-solving skills
• Reliable, autonomous, and proactive in a fast-paced environment
• Experience working with cross-functional teams
• Comfortable handling multiple tasks and priorities

Responsibilities

• Troubleshoot and resolve customer issues via email, phone, live chat, or video conference.
• Assist with onboarding new customers via phone and email.
• Identify potential product upsell opportunities and pitch solutions.
• Work with cross-functional teams to resolve issues and improve the customer experience.
• Contribute content for the Knowledge Base and documentation.

Skills

Customer service

SaaS experience

Problem solving

Communication

Team collaboration

Job description

ePayPolicy, based in Austin, TX, is hiring a Customer Support Representative to deliver world-class service for a fast-growing SaaS payment platform used by insurance companies nationwide.

You will troubleshoot issues via email, phone, and live chat; onboard new customers; and identify opportunities to upsell features. Join a collaborative team that values initiative, clear communication, and early adoption of AI tools to improve customer experiences.