SaaS Customer Support Specialist - AI‑Augmented, Remote

Propelus; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Propelus is seeking a high‑performing Customer Support Specialist to join our CE Broker team. This remote role targets power users in a fast‑paced SaaS environment, delivering expert assistance via live chat, email, and phone.

You will handle complex issues, collaborate with AI agents, and educate customers on upgraded CE tracking options. The ideal candidate has 2+ years in SaaS support, strong English, and fluency in Spanish is a plus.

Qualifications

• 2+ years in a SaaS contact center or technical support role.
• Proficiency with Zendesk (or similar CRM) required; navigate deep ticket histories and use macros.
• Positive mindset toward AI evolution in the workplace and ability to learn new software quickly.
• Excellent verbal and written English; translate technical concepts into simple, friendly instructions for non-technical users. Fluency in Spanish is a major plus.
• Associate’s degree or higher is preferred.

Responsibilities

• Provide multichannel inbound support via live chat, email, and phone.
• Aim to resolve a minimum of 8 tickets per hour while maintaining high customer satisfaction scores.
• Work alongside AI agents, stepping in for complex human interactions to ensure complete customer journeys.
• Troubleshoot software bugs and navigation issues; be the power user of the CE Broker platform.
• Educate customers on upgraded CE tracking options and guide them to the right plan.
• Surface product feedback and friction points to internal teams to improve the user experience.
• Collaborate to improve the internal knowledge base and support documentation.

Skills

SaaS support

English proficiency

Spanish (nice-to-have)

Education

Associate degree or higher

Tools

Zendesk

Job description

Propelus is seeking a high‑performing Customer Support Specialist to join our CE Broker team. This remote role targets power users in a fast‑paced SaaS environment, delivering expert assistance via live chat, email, and phone.

You will handle complex issues, collaborate with AI agents, and educate customers on upgraded CE tracking options. The ideal candidate has 2+ years in SaaS support, strong English, and fluency in Spanish is a plus.