Customer Support Specialist - SaaS Platform

<p>We're seeking a <strong>proactive Customer Support Specialist</strong> for a fast-growing SaaS company who excels at customer communication and administrative coordination. This role combines frontline customer support through Intercom with backend administrative tasks, including post-meeting follow-ups and process documentation.</p><p>You'll be the voice of our platform, helping users maximize value while ensuring smooth operational workflows behind the scenes. If you're tech-savvy, detail-oriented, and passionate about creating exceptional customer experiences, this role is for you.</p><p></p><h3>🎁 Perks &amp; Benefits</h3><ul> <li>💵 Paid in <strong>USD</strong> every <strong>15th &amp; 30th</strong> of the month</li> <li>🏖️ Up to <strong>14 days of Paid Time Off</strong> per year</li> <li>🌏 <strong>Flexible holiday observance</strong> based on your location</li> <li>🏡 <strong>100% remote</strong> – work from anywhere</li> <li>💼 Direct exposure to SaaS operations and customer success strategies</li> <li>🚀 Join a scaling tech company with opportunities for growth</li> </ul><p></p><h3>🧩 What You'll Be Doing</h3><ul> <li>💬 <strong>Intercom Management &amp; Customer Support</strong> </li> <ul> <li>Monitor and respond to customer inquiries via Intercom within SLA timeframes</li> <li>Triage support tickets and escalate complex issues to appropriate teams</li> <li>Maintain organized conversation tags and customer segments</li> <li>Create and update saved replies for common questions</li> </ul> </ul><p></p><ul> <li>📋 <strong>Post-Meeting Administrative Tasks</strong> </li> <ul> <li>Document action items from customer calls and internal meetings</li> <li>Send follow-up emails with meeting summaries and next steps</li> <li>Update CRM records with customer interaction details</li> <li>Schedule follow-up meetings and coordinate calendars</li> </ul> </ul><p></p><ul> <li>🔄 <strong>Customer Success Operations</strong> </li> <ul> <li>Track customer issues from initial contact through resolution</li> <li>Maintain knowledge base articles based on common support queries</li> <li>Assist with customer onboarding documentation and resources</li> <li>Monitor customer satisfaction metrics and feedback</li> </ul> </ul><p></p><ul> <li>📊 <strong>Process Improvement &amp; Documentation</strong> </li> <ul> <li>Identify patterns in customer inquiries to improve self-service options</li> <li>Create standard operating procedures for support workflows</li> <li>Collaborate with product team on feature requests and bug reports</li> <li>Generate weekly support metrics and trend reports</li> </ul> </ul><p></p><p></p><h3>🌟 Nice-to-Have Skills</h3><ul> <li>🛠️ <strong>SaaS Platform Experience</strong> - Familiarity with subscription models and user onboarding</li> <li>📈 <strong>CRM Proficiency</strong> - Experience with HubSpot, Salesforce, or similar platforms</li> <li>🎯 <strong>Product Analytics</strong> - Basic understanding of user behavior tracking</li> <li>📝 <strong>Technical Writing</strong> - Ability to create clear help documentation</li> <li>🔗 <strong>Integration Knowledge</strong> - Understanding of APIs and third-party integrations</li> </ul><p></p><h3>✅ Who You Are</h3><ul> <li> <strong>2+ years of experience</strong> in customer support, preferably in SaaS or tech environments</li> <li> <strong>Intercom proficiency</strong> or experience with similar support platforms (Zendesk, Freshdesk)</li> <li>Strong written communication skills with attention to tone and clarity</li> <li>Excellent organizational abilities with proven administrative skills</li> <li>Problem-solver who can handle multiple priorities simultaneously</li> <li>Comfortable learning new software and technical concepts quickly</li> <li>Patient and empathetic approach to customer interactions</li> </ul><p></p><h3>📩 Application Process Overview</h3><p>Our selection process ensures we find someone who can balance customer care with operational excellence:</p><ol> <li> <strong>Initial Application</strong> - Submit application with relevant support experience</li> <li> <strong>One-way Video Interview</strong> - Record a brief video demonstrating your customer communication style</li> <li> <strong>Practical Assessment</strong> - Complete a mock Intercom scenario and administrative task</li> <li> <strong>Recruitment Interview</strong> - Initial screening focusing on SaaS experience and support philosophy</li> <li> <strong>Team Interview</strong> - Discussion with support team on workflows and collaboration</li> <li> <strong>Hiring Manager Interview</strong> - Final interview covering customer success strategies</li> <li> <strong>Reference Check</strong> - Verification of customer service excellence</li> <li> <strong>Job Offer</strong> - Successful candidates receive competitive compensation package</li> </ol><p>We value clear communication and provide updates at each stage.</p><p></p><h3>📩 How to Apply</h3><p>Please submit:</p><ol> <li>✅ Your <strong>updated resume</strong> highlighting customer support and SaaS experience</li> <li>✅ A <strong>1-2 minute Loom video</strong> explaining how you would handle an frustrated customer</li> <li>✅ A <strong>brief example</strong> of how you've improved a support process or created documentation in a previous role</li> </ol>