Customer Support Specialist

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Oversee and address customer concerns, including escalations, technical issues, and incidents.

• Perform comprehensive investigations into customer matters to fully understand their issues.

• Collaborate with teams from Product, Engineering, Delivery, and Customer Success.

• Create and update self-service content, knowledge base articles, automated workflows, and AI-driven support tools.

• Collect, analyze, and relay customer feedback throughout the organization.

• Contribute to enhancing customer satisfaction and improving NPS/CSAT scores.

• Identify areas for enhancement in customer support processes, workflows, and tools.

• Keep precise case documentation and provide timely updates and follow-ups to customers.

• Assist customers utilizing a B2B SaaS platform with intricate organizational and reporting requirements.

• Engage in onboarding and training sessions during European or US business hours.

• Report directly to the Customer Support Lead.

⛳️ Requirements

• 2–3 years of experience in a Customer Support Specialist, Technical Support, Helpdesk, or a similar position within a tech company.

• Proven experience in assisting customers who use a SaaS product.

• Excellent written and verbal communication skills in English.

• Capability to thoroughly investigate issues and identify their root causes.

• Strong organizational skills with the ability to handle multiple customer cases at once.

• Ability to clearly articulate technical or product-related subjects to both technical and non-technical audiences.

• Experience collaborating cross-functionally with teams in Product, Engineering, Delivery, or Customer Success.

• Located in Singapore.

• Willingness to work flexibly during onboarding and transition to APAC support hours as needed.

• Availability to work from 09:00 to 17:00 Singapore Time.

• Empathetic and people-focused mindset.

• Skill in building customer relationships and collaborating across teams.

• Ability to prioritize quality, accuracy, and thorough investigation.

• Openness to constructive feedback and ongoing improvement.

• Self-driven and capable of working autonomously.

• Comfort with working in a growing, international SaaS environment.

• Flexibility to adapt across various time zones and cultures.

🏝️ Benefits

• Fully remote work arrangement.

• Hybrid work model with company offices providing flexibility to balance personal and professional life.

• Inclusive and diverse company culture.

• Environment of a B Corporation and entreprise à mission.

• Opportunities to make a contribution to climate and sustainability initiatives.

• Global meetings, training sessions, and collaboration across different time zones.