Deliver outstanding customer support via emails and calls
Diagnose, troubleshoot and triage customer-reported issues, driving investigations through to resolution or appropriate escalation
Respond to customer inquiries and provide clear, timely solutions, with a strong focus on resolving common Tier 1 support requests
Manage open support cases, ensuring unresolved issues are actively tracked and updated
Escalate complex or high-priority issues to the appropriate team when needed
Proactively communicate status updates to customers and internal stakeholders, ensuring transparency and timely follow-through
Document troubleshooting steps, root causes, resolutions and customer feedback to support knowledge sharing and continuous improvement
Collaborate with Product, Engineering, and Customer Success teams to investigate complex issues and improve the overall customer experience

Excellent English skills (C2 for both spoken and written)
Previous experience in a customer support role within a SaaS, software or technical environment is a must
Experience using ticketing systems such as Zendesk or similar support platforms
Strong troubleshooting and problem-solving skills
A sense of urgency and the ability to manage tasks through to completion
The ability to communicate clearly, professionally and empathetically with customers
Strong stakeholder management skills, with the ability to work effectively across teams and customer groups
A customer-focused mindset with a commitment to delivering a positive support experience
Basic computer skills and ability to work with CRM systems and support tools
Commitment to delivering high-quality customer service and meeting performance targets
Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Opportunity to cooperate fully remotely
Inclusive international environment
Compensation in USD
Rewards for referring friends
Balance between project workload and personal time, but also – internal health policy
Responsive leadership interested in your growth and long-lasting cooperation
Greenhouse conditions for self-development
A culture built on trust, with no time-tracking requirements

SaaS Customer Support Consultant, fluent English

Key skills