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

📋 Description

• Act as the primary liaison for users via email, chat, and occasional video conferencing.

• Address technical inquiries and product-related concerns.

• Assist customers in troubleshooting and navigating product workflows to enhance the platform's value.

• Partner with Product, Engineering, and Customer Success teams by reporting recurring issues, sharing user insights, and assisting in prioritizing enhancements.

• Create and refine support processes, internal documentation, and customer-facing resources.

• Recognize patterns in customer inquiries and propose proactive measures to minimize incoming tickets and enhance the user experience.

• Acquire extensive product knowledge and articulate complex features in a manner that is easy for customers to understand.

• Facilitate new feature launches by reviewing release notes, conducting testing, and updating communication or documentation as needed.

⛳️ Requirements

• Practical experience in a customer-facing role, such as Customer Support Representative, Technical Support Specialist, or Customer Success Associate.

• Proficient in using customer communication platforms like ticketing systems, CRM tools, or remote support applications (e.g., Zendesk, HubSpot, Pylon, or similar).

• Capable of investigating and resolving product or technical issues, taking ownership of solutions, and escalating when appropriate.

• Demonstrates initiative, problem-solving skills, and a commitment to ensuring customer satisfaction.

• Excellent written and verbal communication skills, with the ability to adjust tone for different audiences.

• Thrives in dynamic, collaborative settings with a desire to learn and develop within a rapidly growing SaaS company.

• Based in EMEA and able to work effectively within EMEA time zones.

• Previous experience working remotely with distributed teams is a plus.

• Familiarity with or expertise in sales enablement or B2B SaaS is a plus.