Remote SaaS Customer Support Specialist I

mPulse; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Remote-first

Flexible PTO

Medical/dental/vision coverage

401(k) with match

Parental leave

Job summary

mPulse is seeking a Customer Support Specialist to be the first line of assistance for our SaaS customers. You will handle inquiries and technical issues across email, chat, phone, and ticketing systems, delivering fast, friendly support to maximize product value.

You’ll work with cross-functional teams, maintain knowledge of new features, and strive to meet KPIs like CSAT and resolution times in a remote-first environment.

Qualifications

• 1–3 years of customer support experience in a SaaS environment.
• Strong written and verbal communication skills.
• Ability to learn new technologies quickly.

Responsibilities

• Serve as the primary contact for customer inquiries via email, chat, phone, and community channels.
• Troubleshoot and resolve minor technical issues related to the platform.
• Provide guidance and education to customers on how to use the product effectively.
• Manage customer tickets using Salesforce and JIRA.
• Escalate complex issues to Engineering, Product, or higher-level support as needed.
• Collaborate with internal teams to communicate feedback and drive product/process improvements.
• Maintain up-to-date knowledge of product features and enhancements.
• Meet or exceed KPIs such as first response time, turnaround time, and CSAT.
• Participate in on-call rotation and proactive monitoring per SOP.

Skills

Customer support

SaaS

Troubleshooting

Communication

CRM

Multi-channel support

On-call

Cross-functional collaboration

Documentation writing

Tools

Salesforce

JIRA

CRM software

Job description

mPulse is seeking a Customer Support Specialist to be the first line of assistance for our SaaS customers. You will handle inquiries and technical issues across email, chat, phone, and ticketing systems, delivering fast, friendly support to maximize product value.

You’ll work with cross-functional teams, maintain knowledge of new features, and strive to meet KPIs like CSAT and resolution times in a remote-first environment.