Remote SaaS Support Specialist - Problem Solver

Sendoso; United States; Remote; EUR 32,000 - 52,000; Full time

Benefits offered by this job

Comprehensive Medical Plans

Take-What-You-Need Time Off

401K Plan

Volunteer Time Off

Birthday Time Off

Generous parental leave benefits

Employee Assistance Programs

Job summary

Sendoso, a remote-first company, is seeking a Customer Support Specialist to be the first contact for customers, handling live chats and email tickets, and helping users succeed with investigative support.

You will create Help Center content, collaborate with cross-functional teams, and solve a wide range of customer issues while delivering an exceptional experience. The role requires a fixed schedule aligned with US-based customers.

Qualifications

• 1+ years history of success interacting with customers via email, phone, and chat.
• Willingness and ability to consistently work the required shift of 9:00AM - 5:30PM GMT+1 to support US customers.
• Excellent written and verbal communication and interpersonal skills.
• Experience in a SaaS Support environment is a must.
• Strong customer advocacy and empathy.

Responsibilities

• Respond to incoming chats from the Sendoso website and escalate to other teams when needed.
• Manage email tickets in the support queue with accurate, timely responses.
• Build and maintain Help Center articles for feature releases and updated resources.
• Develop strong knowledge of Sendoso to troubleshoot and escalate technical issues.
• Collaborate with product, engineering, marketing and account management to share insights and solve problems.
• Identify opportunities to help customers get more value from Sendoso's features and services.

Skills

Customer support

Communication

SaaS support

Technical troubleshooting

Problem solving

Remote work

KPIs & targets

Job description

Sendoso, a remote-first company, is seeking a Customer Support Specialist to be the first contact for customers, handling live chats and email tickets, and helping users succeed with investigative support.

You will create Help Center content, collaborate with cross-functional teams, and solve a wide range of customer issues while delivering an exceptional experience. The role requires a fixed schedule aligned with US-based customers.