Remote SaaS Customer Support & Training Specialist

somewhere; United States; Remote; USD 55,000 - 90,000; Full time

Job summary

somewhere is seeking a Customer Support & Training Specialist to join our remote team. You will handle fast, effective chat and email support, guide users through the platform, and monitor engagement to reduce churn. Expect collaboration with product teams and ongoing knowledge-base updates.

Applicants should have 5+ years in SaaS customer support, strong communication, and comfort with outbound training calls. This role is fully remote with flexible hours and ongoing training content creation.

Qualifications

• 5+ years in customer support, SaaS onboarding, or technical support.
• Strong written and verbal communication with a customer-first approach.
• Ability to troubleshoot software issues and provide clear guidance.
• Proactive mindset for outbound calls and re-engaging inactive users.

Responsibilities

• Provide prompt, clear chat, email, and phone support.
• Troubleshoot platform issues and document them in Jira.
• Monitor user engagement and reach out to at-risk users to reduce churn.
• Escalate critical issues to engineering and ensure timely resolutions.
• Update and maintain knowledge base with weekly content.

Skills

Customer support experience

SaaS onboarding

Technical troubleshooting

Outbound calling

Documentation

Jira

Tools

Jira

Job description

somewhere is seeking a Customer Support & Training Specialist to join our remote team. You will handle fast, effective chat and email support, guide users through the platform, and monitor engagement to reduce churn. Expect collaboration with product teams and ongoing knowledge-base updates.

Applicants should have 5+ years in SaaS customer support, strong communication, and comfort with outbound training calls. This role is fully remote with flexible hours and ongoing training content creation.