Remote SaaS Support Specialist (Tier 1)

Granum; United States; Remote; USD 55,000 - 60,000; Full time

Benefits offered by this job

Unlimited Paid Time Off

401(k) matching

Company-wide holidays

Job summary

Granum is hiring a Customer Support Specialist (T1) to assist landscapers and arborists across North America with our SaaS platform. You will handle tier 1 inquiries via multiple channels, troubleshoot issues, and help drive product improvements.

A strong support mindset and the ability to learn quickly are essential. You’ll contribute to knowledge bases, work closely with product and engineering teams, and play a key role in delivering exceptional customer experiences.

Qualifications

• Bachelor’s degree or equivalent experience.
• Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product.
• Clear and concise communication skills in a professional, timely manner.

Responsibilities

• Field tier 1 customer inquiries via phone, email, chat, and ticketing system across our products and services.
• Troubleshoot customer issues and resolve them with attainable solutions.
• Evaluate and report bugs to development when observed in the product.
• Provide feedback to improve support processes for customers.
• Contribute to knowledge bases with technical writing for FAQs and training materials.
• Collaborate cross-functionally with team members to resolve issues.

Skills

SaaS support

B2B support

Communication skills

Analytical mindset

Fast learner

Education

Bachelor's degree or equivalent experience

Tools

Intercom

Job description

Granum is hiring a Customer Support Specialist (T1) to assist landscapers and arborists across North America with our SaaS platform. You will handle tier 1 inquiries via multiple channels, troubleshoot issues, and help drive product improvements.

A strong support mindset and the ability to learn quickly are essential. You’ll contribute to knowledge bases, work closely with product and engineering teams, and play a key role in delivering exceptional customer experiences.