Remote SaaS Chat Support Specialist

Can you transform a customer’s question into a loyal brand advocate? That’s the heartbeat of chat support at its best—and it’s what you’ll do every day here.

The Impact You’ll Make

From the first “hello” in a chat window, you’ll set the tone for thousands of users worldwide who rely on us to solve real problems in real time. With every interaction, you’ll be trusted to simplify the complex, create memorable moments, and turn obstacles into solutions. When a customer leaves a chat smiling (yes, even through text!), that’s your ripple effect.

How You’ll Drive Change

Your voice will shape the entire customer journey:

• Be the first responder—the name and personality behind our SaaS platform’s chat bubble.
• Identify spot patterns in customer questions, then collaborate with product teams to remove friction before it occurs.
• Guide new users through onboarding, reducing confusion so they feel confident from their very first login.
• Turn feedback—good, bad, or complicated—into insights that spark product improvements.
• Keep the human touch alive: whether it’s an emoji, a thoughtful follow-up, or a “just checking in,” you’ll show customers they’re never a ticket number.

Your Role in Our Remote World

This isn’t just another remote support job. We’ve built a digital workspace where you’ll:

• Find deep focus for solving complex issues, but always have a team channel open for a quick brainstorm.
• Utilize tools like Intercom, Slack, and Notion to share knowledge and ensure responses remain sharp and relevant.
• Join daily stand-ups and async updates—no endless meetings, just purposeful connection.
• Help build a help center that really helps, crafting articles that anticipate what customers need next.

How Success Looks Here

• You’re that rare blend of proactive and patient. You spot gaps before customers do, and you’re always ready with a workaround.
• “Roadblock” isn’t in your vocabulary—if a user’s stuck, you roll up your sleeves and find a way through.
• Every message is in plain English—no jargon, no copy-paste replies. Your conversations leave people thinking, “Wow, they really listened.”
• You help make our chat support experience a brand signature—something people talk about, trust, and recommend.

The Tools That Power You

• Intercom: for fast, friendly conversations with our global customer base.
• Notion: where FAQs and how-tos stay current and always at your fingertips.
• Loom: so you can walk a customer through a feature when words aren’t enough.
• Slack: for instant team connection—ask for a gut check or celebrate a customer win.
• Jira: log feature requests, surface bugs, and see how your insights drive change across the product lifecycle.

Who Thrives Here

• You simplify complexity—turning technical SaaS challenges into crystal-clear next steps.
• You’ve got experience supporting SaaS platforms (bonus points if you’ve handled onboarding workflows or knowledge base creation).
• You’re comfortable toggling between chat threads, troubleshooting guides, and a lively team channel—all while staying focused on the person in front of you.
• You see remote work as an opportunity to own your outcomes, not just your hours. You’ll shape your day, balance deep work with team connection, and grow your skills in a space designed for impact.

The Work Environment

Envision a remote support role where autonomy is respected, but help is always available. You’ll have a flexible schedule, a manager who believes in coaching (not micromanagement), and regular feedback loops designed for growth. Our remote stack—Intercom, Notion, Slack, and Jira—enables you to move fast while staying grounded in collaboration.

Your Growth Story

Your expertise won’t just support users—it’ll build the foundation for new team members, too. You’ll help document best practices, mentor new hires, and play a role in shaping what world-class SaaS support looks like as we scale. With every challenge you solve, you’re not just closing a chat—you’re opening doors for what support can become in the SaaS world.

A Day in This Role

Wake up and check async team updates over coffee. Jump into chat—maybe you’ll onboard a user in Mumbai, solve a billing mystery for someone in Toronto, or escalate a product insight straight to engineering. You’ll write an FAQ that makes three users’ days easier. By afternoon, you’ll share a win in Slack and leave knowing you made a difference—not just for the company, but for the humans using our product.

Compensation

Annual salary: $55,224 (USD)—plus the daily reward of building something that matters, wherever you are.

Ready to Build Something Better—From Anywhere?

If you’re energized by the idea of shaping customer experiences, advocating for users, and growing alongside a truly remote-first team, let’s build something purposeful together. If you’re ready to make an impact from day one, we’re ready to meet you.