Customer Support Specialist
New
R
Resource GuruSaaS Scheduling
UK or Canada (Atlantic Time Zone only), Atlantic Time Zone; requires regular overlap with the UK team.Full-TimeMiddle
SalaryUK: £30,000–£35,000 GBP / Canada: CAD $48,000–$57,000
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Job Details
- Languages
- Excellent written and spoken English.
- Experience
- 1-3 years
- Required Skills
- SaaSHubSpotTroubleshootingCustomer support
Requirements
- 1-3 years of experience in online customer support, ideally for a B2B SaaS or software company.
- Excellent written and spoken English with the ability to communicate complex concepts clearly.
- Strong troubleshooting and analytical skills regarding web-based products, browsers, and internet connections.
- Experience managing billing, subscription, or invoice-related inquiries.
- Proven ability to work independently in a remote environment.
- Proficiency with asynchronous communication tools.
- Conscientious attitude toward collaborative feedback and team knowledge sharing.
- Comfortable learning and adapting to new software tools quickly.
- Patient, empathetic approach to customer interactions.
Responsibilities
- Manage daily support questions regarding product usage, account setup, billing, and troubleshooting.
- Investigate issues methodically, escalating bugs to engineering with clear technical documentation.
- Maintain and update help center articles, guides, and instructional walkthrough videos.
- Collaborate with the product and engineering teams to share customer feedback and resolve technical issues.
- Use internal tools like Front, Recurly, Customer.io, and HubSpot to manage customer conversations and accounts.
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