Customer Support Specialist

Job Summary

Responding to customer inquiries and troubleshooting issues, the full-time Customer Support Specialist will provide empathetic support through live chats and email, create Help Center content, and collaborate with cross-functional teams, all while working remotely in alignment with US-based customer hours from 9:00 AM to 5:30 PM GMT+1.

Key responsibilities:

• Manage live chats and email tickets, ensuring timely and accurate responses to customer inquiries
• Create and maintain Help Center articles, collaborating on new content for feature releases
• Partner with Product and Engineering teams to identify root causes of complex customer issues and drive solutions

Required qualifications:

• 1+ years of experience in a customer support role, preferably in a SaaS environment
• Ability to work the required shift of 9:00 AM to 5:30 PM GMT+1 consistently
• Strong technical troubleshooting skills and an analytical approach to problem-solving
• Proven track record of meeting and exceeding customer expectations and KPIs
• Excellent organizational skills and ability to manage priorities effectively