Remote SaaS Support Specialist | Troubleshooting & CX

Persuit; Northern (KY); 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 a high‑quality support experience as our platform evolves after the Apperio integration. This remote/hybrid role supports customers, troubleshoots issues, and guides users through resolution with empathy and clear communication.

You’ll work with Engineering, Product, and Customer Experience to identify trends, optimize processes, and create useful support documentation.

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

• Manage and resolve customer support requests with thoughtful, timely, high‑quality support.
• Work directly with users through resolution, managing expectations with empathy and clear communication.
• Troubleshoot customer issues and determine when escalation is needed.
• Partner with Engineering to track escalations and bugs through to resolution while keeping users informed.
• Support the broader Customer Experience team with technical/configuration tasks during onboarding and data quality checks.
• Build deep knowledge of the PERSUIT platform to troubleshoot and guide users.
• Collaborate across Customer Experience, Product, and Engineering to improve the customer experience.
• Identify trends across tickets to uncover recurring challenges and product improvements.
• Explore automation and AI to increase support efficiency.
• Share customer feedback with Product to inform platform improvements.
• Create and maintain support documentation and guides for effective self‑service.

Skills

SaaS Support

Ticket Queue Management

Technical Troubleshooting

Written & Verbal Communication

Cross-Functional Collaboration

Ownership & Accountability

Tools

Zendesk

Jira

Slack

Job description

PERSUIT is seeking a Customer Support Associate to deliver a high‑quality support experience as our platform evolves after the Apperio integration. This remote/hybrid role supports customers, troubleshoots issues, and guides users through resolution with empathy and clear communication.

You’ll work with Engineering, Product, and Customer Experience to identify trends, optimize processes, and create useful support documentation.