Remote SaaS Support Specialist for Customer Success

Jobgether; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Fully remote work

Full-time employment

Two days off each week

Career development opportunities

Cross-functional collaboration

Process improvement opportunities

Ownership and growth

Job summary

Jobgether in the United States is seeking an experienced customer support specialist to manage inquiries via email, chat, and video calls, troubleshoot product issues, and guide customers through effective solutions.

You will document interactions, stay current with product updates, and collaborate across teams to improve processes and customer satisfaction in a fully remote, 24/7 US-timezone aligned operation.

Qualifications

• At least three years of experience in technical customer support.
• Experience supporting SaaS products is preferred.

Responsibilities

• Manage customer inquiries via email, chat, and video calls.
• Troubleshoot product-related issues and guide customers to solutions.
• Deliver professional, empathetic customer experiences throughout resolution.
• Document interactions and maintain accurate records.
• Stay up-to-date with product developments and communicate features clearly.
• Collaborate with cross-functional teams on escalated cases.
• Suggest improvements to support processes and resources.
• Develop internal knowledge resources and troubleshooting guides.
• Analyze customer journeys to identify gaps and improvements.
• Maintain high standards of punctuality, accuracy, and time management.
• Support continuous improvement by sharing insights with teams.

Skills

Technical support

SaaS experience

Troubleshooting

Communication skills

Customer service

Job description

Jobgether in the United States is seeking an experienced customer support specialist to manage inquiries via email, chat, and video calls, troubleshoot product issues, and guide customers through effective solutions.

You will document interactions, stay current with product updates, and collaborate across teams to improve processes and customer satisfaction in a fully remote, 24/7 US-timezone aligned operation.