Remote SaaS Product Support Pro (West Coast Hours)

Autodesk; Delaware; Remote; USD 52,000 - 76,000; Full time

Job summary

GCPay is seeking a Customer Support professional to join our fully remote team, working West Coast hours. You’ll be the front line for customers, helping them maximize the platform while ensuring a smooth, reliable experience.

This role focuses on high-quality support across phone, email, and chat, with opportunities to grow in a fast-paced SaaS environment. You’ll handle onboarding, troubleshooting, and subscription inquiries, documenting issues and coordinating with Sales, Engineering, and

Qualifications

• 1+ year of experience in a customer support role within a SaaS environment.
• Strong troubleshooting skills and thoughtful issue diagnosis.
• Excellent written and verbal communication, professionalism, and patience.
• Experience supporting cloud-based tools across iOS, Android, and Windows.
• Ability to manage multiple priorities while staying organized and customer‑focused.
• Collaborative, accountable work style with integrity.
• Comfort working with performance metrics (CSAT, productivity, quality).

Responsibilities

• Provide high-quality support via phone, email, and live chat, including troubleshooting and onboarding.
• Own customer issues from first contact to resolution with clear expectations and follow‑up.
• Document and escalate technical issues with clear records for resolution and product improvement.
• Monitor and manage support queues to meet service levels.
• Collaborate with Sales, Customer Success, Engineering, and Finance to advocate for customers.
• Share feedback and trends with Tier 2 teams and leadership to shape improvements.
• Contribute to team initiatives to enhance support operations and satisfaction.
• Bring a continuous improvement mindset to help the team evolve.

Skills

SaaS support

Troubleshooting

Communication

Multi‑platform support

Prioritization

Collaboration

Metrics‑driven

Tools

Microsoft Suite

OneDrive

Job description

GCPay is seeking a Customer Support professional to join our fully remote team, working West Coast hours. You’ll be the front line for customers, helping them maximize the platform while ensuring a smooth, reliable experience.

This role focuses on high-quality support across phone, email, and chat, with opportunities to grow in a fast-paced SaaS environment. You’ll handle onboarding, troubleshooting, and subscription inquiries, documenting issues and coordinating with Sales, Engineering, and