(English C1) Customer Support Consultant, SaaS (remote)

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

Deliver outstanding customer support via emails and calls;

Assisting customers with product-related questions, technical troubleshooting, and solution-oriented support;

Responding to customer email inquiries in accordance with established service level agreements;

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;

What you need to succeed in this role:

Excellent English skills (C1 for both spoken and written);

At least 6 months of experience in a customer support role;

Previous experience in a customer support for a SaaS or cybersecurity company;

Computer science knowledge;

Experience performing effectively in a fast-paced, high-volume environment.

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).