Remote SaaS Customer Support

Make Every Customer Moment Remarkable

Have you ever wondered what it feels like to transform frustration into delight? Every conversation here is an opportunity to turn confusion into confidence for users relying on our SaaS platform. You’ll be the calm in the storm, guiding business owners and users to answers that help them succeed—no matter where you (or they) are in the world.

Why Your Work Matters

As the go-to expert on our digital solutions, you’ll shape first impressions and ensure ongoing satisfaction for thousands of customers. Your impact ripples far beyond ticket resolution: the insights you gather from real user challenges directly inform our product roadmaps and inspire new features. You’ll see your suggestions brought to life, fueling genuine innovation and empowering customers to maximize the benefits of every tool in their workflow.

What You’ll Do to Create Impact

• Be the first voice customers hear—and the one they remember—handling queries with empathy and clarity, whether it’s over live chat, email, or a screen share.
• Turn complex technical jargon into plain language so every user feels confident navigating the platform.
• Log feedback and identify recurring issues, ensuring product teams are always aligned with what customers truly need.
• Connect directly with engineering, design, and product managers to escalate bugs and influence upcoming releases—your experience helps shape the platform.
• Guide new users through onboarding, creating seamless experiences that reduce drop-off rates and increase retention.
• Document solutions and workflows, making knowledge sharing easy for both the team and the customer community.
• Champion proactive outreach, identifying users who might need a hand before they even ask for help.

Work Environment & Tools

We’re a fully remote team—distributed but never disconnected. Expect to collaborate across time zones, leveraging Slack, Zoom, and Notion for daily check-ins, project updates, and knowledge sharing. Our SaaS support workflows are managed in Zendesk and Intercom, while Jira and Confluence keep you informed about engineering and product updates. Deep focus is valued here—you’ll always have the breathing room to work through issues, learn new features, and build genuine connections.

Who Succeeds Here

If you thrive on curiosity, love simplifying complexity, and find joy in helping others level up, you’ll feel right at home. Maybe you’re known for translating tech talk into clear guidance or your knack for reading between the lines when a user can’t quite articulate their need. You’re adaptable, solution-focused, and comfortable with the ever-evolving nature of SaaS platforms. You take pride in crafting positive outcomes and aren’t afraid to surface feedback that leads to lasting improvements.

Essential Skills & Experience

• Experience supporting users on cloud-based platforms or SaaS products.
• You simplify complex ideas—whether it’s over Zoom or Slack, you create clarity from chaos.
• Familiarity with customer support tools (Zendesk, Intercom) and remote collaboration environments.
• Analytical mindset: you notice trends, anticipate questions, and contribute insights that make the whole team smarter.
• You communicate clearly—whether it’s speaking, writing, or supporting users in another language.
• Empathy in every interaction—you treat every user like a partner, not a ticket number.
• Comfort juggling multiple conversations and troubleshooting without ever letting users feel rushed.

Growth & Recognition

Your success is measured by more than just response times. We celebrate customer stories—those messages from users who say, “You made my day!” As you grow with us, you’ll gain new skills in SaaS administration, product management, and remote-first team culture. Your path could lead to senior support, customer success, or even product roles—the door is always open for those who drive positive change.

Salary & Benefits

The annual salary for this role is $60,680, accompanied by a comprehensive benefits package designed to promote work-life harmony. Enjoy flexible hours, a home office stipend, paid learning opportunities, and mental health resources. We invest in your growth so you can invest in our customers.

Let’s Build Genuine Customer Success Together

If you’re ready to make a difference for customers—and for your career—we’d love to connect. Every conversation you lead, every solution you create, and every insight you share brings us closer to building the most trusted SaaS support experience on the web. Let’s make something that matters together.