SaaS Customer Success & Support Specialist

Synchrony Systems, Inc.; Milford (OH); On-site; USD 35,000 - 48,000; Full time

Job summary

Synchrony Systems, Inc. is seeking a Customer Support Specialist to be the primary contact for customer inquiries across voice, chat, and email. You will resolve issues on first contact, delivering a professional and empathetic experience throughout all interactions.

Ideal candidates communicate clearly, simplify technical information for non-technical audiences, and maintain strong ownership in high-volume environments. Certifications in IT service management or SaaS are a plus.

Qualifications

• BA/BS in any field is not specified.
• CEFR B2 English or higher is mandatory; C1 preferred.

Responsibilities

• Serve as the first point of contact for customer inquiries via voice, chat, and email.
• Resolve issues on first contact using product knowledge and troubleshooting.
• Deliver a professional, empathetic experience across all interactions.
• Handle escalated or complex issues with clear communication and timely resolution.
• Identify opportunities to improve satisfaction, retention, and product usage.
• Recommend upgrades or complementary solutions based on customer needs.
• Participate in consultative conversations aligned to customer goals.
• Document all interactions in the case management system.
• Ensure follow ups and closures within defined SLAs.
• Adhere to quality, security, and operational processes.

Skills

Customer-centric mindset

Verbal communication

Written communication

Problem solving

Attention to detail

Job description

Synchrony Systems, Inc. is seeking a Customer Support Specialist to be the primary contact for customer inquiries across voice, chat, and email. You will resolve issues on first contact, delivering a professional and empathetic experience throughout all interactions.

Ideal candidates communicate clearly, simplify technical information for non-technical audiences, and maintain strong ownership in high-volume environments. Certifications in IT service management or SaaS are a plus.