(fluent English) SaaS Customer Support Consultant (Global, remote)

SupportYourApp

1d•Remote

About The Position

SupportYourApp is a global leader in Intelligent Support-as-a-Service, partnering with tech companies and industry leaders in over 30 countries since 2010. We provide secure customer and technical support globally, serving clients in 60 languages across diverse industries. This role offers the opportunity to be part of a leading SaaS, software, or hardware solutions team, working in a multicultural and multilingual environment remotely. The company emphasizes a People First management approach, encouraging skill development and goal achievement.

Requirements

Excellent English skills (C2 for both spoken and written).
Previous experience in a customer support role within a SaaS, software or technical environment is a must.
Experience using ticketing systems such as Zendesk or similar support platforms.
Strong troubleshooting and problem-solving skills.
A sense of urgency and the ability to manage tasks through to completion.
The ability to communicate clearly, professionally and empathetically with customers.
Strong stakeholder management skills, with the ability to work effectively across teams and customer groups.
A customer-focused mindset with a commitment to delivering a positive support experience.
Basic computer skills and ability to work with CRM systems and support tools.
Commitment to delivering high-quality customer service and meeting performance targets.
Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Nice To Haves

Logistics industry knowledge or experience is a strong advantage.

Responsibilities

Deliver outstanding customer support via emails and calls.
Diagnose, troubleshoot and triage customer-reported issues, driving investigations through to resolution or appropriate escalation.
Respond to customer inquiries and provide clear, timely solutions, with a strong focus on resolving common Tier 1 support requests.
Manage open support cases, ensuring unresolved issues are actively tracked and updated.
Escalate complex or high-priority issues to the appropriate team when needed.
Proactively communicate status updates to customers and internal stakeholders, ensuring transparency and timely follow-through.
Document troubleshooting steps, root causes, resolutions and customer feedback to support knowledge sharing and continuous improvement.
Collaborate with Product, Engineering, and Customer Success teams to investigate complex issues and improve the overall customer experience.