Remote SaaS Support Specialist

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

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Paid Time Off (Vacation, Sick & Public

Family Leave (Maternity, Paternity)

Training & Development

Wellness Resources

Job summary

PERSUIT is seeking a Customer Support Associate to join our expanding team. You will manage incoming support requests, troubleshoot issues, and guide users through resolution while keeping them informed and confident in the platform.

This role blends hands-on technical work with empathetic service, with opportunities to identify recurring issues, improve processes, and contribute to documentation, automation, and data-driven support strategies.

Qualifications

• 3+ years of experience in a SaaS support role, ideally within a B2B environment.
• Experience managing a customer support ticket queue and balancing multiple priorities.
• Strong technical curiosity and comfort troubleshooting customer and platform issues.
• Excellent written and verbal communication skills, with the ability to communicate clearly and empathetically with customers.
• Strong judgment and the ability to make thoughtful decisions when prioritizing and escalating issues.
• Ability to manage competing, time-sensitive demands and work independently.
• A collaborative mindset and comfort working cross-functionally with teams such as Engineering, Product, and Customer Experience.
• An ownership mentality and a desire to see problems through from initial question to resolution.

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

Technical curiosity

Written and verbal comms

Cross-functional collaboration

Ownership mindset

Tools

Zendesk

Jira

Slack

Job description

PERSUIT is seeking a Customer Support Associate to join our expanding team. You will manage incoming support requests, troubleshoot issues, and guide users through resolution while keeping them informed and confident in the platform.

This role blends hands-on technical work with empathetic service, with opportunities to identify recurring issues, improve processes, and contribute to documentation, automation, and data-driven support strategies.