SaaS Customer Support Consultant

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm, and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries.

The Role

Join our community as a SaaS Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach.

Key Responsibilities

• 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;

Requirements

• 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);

Nice to Have

• Logistics industry knowledge or experience is a strong advantage;

Benefits and Perks

• Full-time position: Monday–Friday, from 9:00 PM to 05:00 AM (EDT/GMT-4);
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, along with an 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.