Customer Support Specialist

As a Customer Support Specialist, you will go beyond answering tickets—you’ll be a trusted partner to our customers. By solving problems quickly and with empathy, you’ll build lasting relationships and ensure customers gain maximum value from our platform. This is a high-impact role where your contributions directly drive customer satisfaction, retention, and long-term success.

Key Responsibilities

Customer Support & Issue Resolution

• Serve as the primary point of contact for customer support via email, phone, and chat.
• Troubleshoot technical and product issues, guiding users through features with clarity and confidence.
• Escalate product feedback, bugs, and blockers to the appropriate internal teams promptly.
• Deliver fast, accurate, and empathetic support to resolve customer concerns.
• Perform the foregoing responsibilities in the company's affiliates or partner companies pursuant to assignment, secondment, or transfer as deemed necessary by management with adequate notice.

Documentation & Process Improvement

• Maintain and update customer-facing documentation and internal support knowledge bases.
• Identify and contribute to improving support processes and tools for efficiency and scalability.
• Collaborate with cross-functional teams to enhance the overall customer experience.

Customer Training & Empowerment

• Deliver training sessions, onboarding, and product demos to empower users.
• Educate customers on best practices for maximizing product value.
• Support customers in building confidence with features through proactive guidance and hands-on education.

Other

• Take ownership of special projects and ad-hoc assignments as required.

Requirements

• 2+ years proven experience in SaaS or B2B customer support.
• Strong communication and problem-solving skills, with the ability to explain technical issues clearly to non-technical users.
• Comfortable working with complex platforms and support systems.
• Proficiency with tools such as Zendesk, HubSpot, Jira, and other collaboration platforms.
• Ability to handle confidential information with discretion.
• Strong interpersonal and consultative skills for building trusted relationships.
• Excellent organizational, multi-tasking, and detail-oriented approach.
• Proactive mindset with the ability to anticipate problems and resolve them before escalation.
• Ability to work under pressure while remaining calm and solution-oriented.