Customer Support Specialist
New
R
Resource GuruSaaS
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
- English
- Experience
- 1-3 years
- Required Skills
- SaaSHubSpotTroubleshootingTechnical supportCustomer support
Requirements
- 1-3 years of experience in online customer support, ideally for a B2B SaaS company.
- Excellent written and spoken English.
- Demonstrated ability to explain technical concepts clearly and warmly.
- Strong attention to detail for handling billing and account information.
- Proven experience with troubleshooting and problem-solving.
- Confidence in learning new software and web-based tools quickly.
- Familiarity with technical concepts like browsers, cookies, cache, and permissions.
- Ability to work independently in a remote environment.
- Comfortable with asynchronous communication.
- A collaborative, empathetic, and patient approach to customer service.
Responsibilities
- Handle daily customer support queries including product usage, account setup, billing, and troubleshooting.
- Investigate issues methodically, checking account settings, browser data, and reproducing problems.
- Escalate bugs and technical issues to the engineering team with clear, concise reports.
- Collaborate with the product team to tag and categorize feature feedback.
- Update and maintain the Help Centre with new articles and walkthrough videos.
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