Remote SaaS Support Specialist

PERSUIT; United States; Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health Care Plan

Retirement Plan

Paid Time Off

Family Leave

Training & Development

Wellness Resources

Job summary

PERSUIT is seeking a Customer Support Associate to deliver high-quality support for our customers. This remote/hybrid role blends hands-on technical work with customer empathy, handling incoming requests, troubleshooting, and coordinating escalations while keeping users informed.

You’ll collaborate with Engineering, Product, and Customer Experience to resolve issues, improve processes, and document solutions.

Qualifications

• 3+ years in a SaaS support role.
• Experience managing a customer support ticket queue.
• Strong technical curiosity and troubleshooting skills.
• Excellent written and verbal communication.
• Good judgment and escalation decision-making.
• Ability to manage competing, time-sensitive demands.
• Collaborative mindset across Engineering, Product, and Customer Experience.

Responsibilities

• Managing and resolving customer support requests, providing thoughtful, timely, and high-quality support.
• Working directly with users through resolution, managing expectations with empathy and clear communication.
• Troubleshooting customer issues and determining when additional technical support or escalation is needed.
• Partnering with Engineering to track escalations and bugs through to resolution while keeping users and internal stakeholders informed.
• Supporting the broader Customer Experience team with technical and configuration‑related tasks, including platform configuration during onboarding and ongoing data quality checks.
• Building deep knowledge of the PERSUIT platform to effectively troubleshoot issues and provide guidance to users.
• Partnering cross‑functionally with Customer Experience, Product, and Engineering to resolve issues and improve the overall customer experience.
• Identifying trends across support tickets to uncover recurring customer challenges and potential product improvements.
• Identifying opportunities to improve and automate support processes, including exploring how AI can help increase efficiency.
• Sharing customer feedback and recurring issues with Product to help inform improvements to the platform.
• Creating and maintaining support documentation and guides to encourage effective self‑service and help customers get the most out of PERSUIT.

Skills

SaaS support

Ticket management

Troubleshooting

Communication

Decision-making

Time management

Cross-functional collaboration

Ownership

Tools

Zendesk

Jira

Slack

Job description

PERSUIT is seeking a Customer Support Associate to deliver high-quality support for our customers. This remote/hybrid role blends hands-on technical work with customer empathy, handling incoming requests, troubleshooting, and coordinating escalations while keeping users informed.

You’ll collaborate with Engineering, Product, and Customer Experience to resolve issues, improve processes, and document solutions.