SaaS Product Support

Position: Customer Support Executive

Location: Remote/Rotational Shifts

Experience: 1+ Years

Salary: Up to ₹6,00,000 per annum (Negotiable)

About the Company

The co. fast-growing SaaS company focused on helping small and medium-sized businesses (SMBs) streamline their finance operations. Our integrated purchasing and invoicing platform empowers finance teams to take control of spending and manage cash flow more efficiently.

Role Summary

We are seeking a Customer Support Executive who is empathetic, solution-driven, and an excellent communicator. Youll be part of a collaborative support team providing high-quality assistance to global customers, particularly in North America, the UK, and Australia.

Key Responsibilities

• Take full ownership of customer queries and ensure timely resolution.
• Provide support via phone, email, and live chat.
• Troubleshoot both technical and non-technical issues.
• Escalate unresolved concerns to relevant internal teams.
• Collaborate with QA and Engineering to investigate bugs and keep users updated.
• Track and act upon customer feedback.
• Create and maintain a knowledge base of solution articles.
• Identify opportunities for product improvement and share insights with the product team.

Required Qualifications

• Graduate in any discipline.
• 1+ years of customer support experience, preferably serving clients in international markets (North America, UK, Australia).
• Excellent verbal and written communication skills in English.
• Self-motivated, quick learner with strong problem-solving skills.
• Willingness to work night and early morning shifts (rotational).

Good to Have

• Experience with SaaS-based platforms.
• Familiarity with support tools like Zendesk, Freshdesk, Intercom.
• Experience with Jira or similar ticketing/bug tracking systems.
• Ability to simplify complex technical issues for customers.