Remote: Remote

About Classcard:Classcard is a fast-growing SaaS platform that empowers academies and class-based businesses to streamline scheduling, bookings, payments, and student communications. From dance schools to sports clubs and tuition centers, we serve clients across the UAE, APAC, EMEA, and Africa.Our Mission:To simplify operations for educators and coaches so they can focus on what matters—inspiring students.Our Culture:Collaborative, data-driven, and customer-obsessed. We value creativity, ownership, and a growth mindset.Role Overview:As a Product Support Specialist , you’ll be the primary point of contact for our customers and play a key role in shaping their experience with Classcard.Your responsibility goes beyond resolving issues—you’ll understand customer problems deeply, guide them clearly, and ensure they feel supported at every step. You’ll also work closely with internal teams to surface insights and help improve the product over time.This role is ideal for someone who enjoys helping people, solving problems, and working closely with real users.What You'll Do:Customer Support & CommunicationRespond to customer queries via email, chat, phone, and WhatsApp BusinessActively listen to users, understand context, and provide clear,



empathetic responsesHandle day-to-day support issues related to:SchedulingPaymentsAttendanceAccount setupGeneral product usageEnsure timely follow-ups and resolution within defined SLAsIssue Resolution & TroubleshootingTroubleshoot product-related issues and guide customers step by stepIdentify when issues need escalation and coordinate with internal teamsClearly document issues, reproduction steps, and impact when escalatingFollow up with customers until issues are fully resolvedDocumentation & Feedback LoopLog customer interactions, issues, and feedback accuratelyIdentify recurring questions, pain points, and gaps in product understandingShare structured feedback with Product, Engineering, and CS teamsContribute to internal FAQs, help docs, and response templatesCollaboration & Product UnderstandingStay updated on product features, changes, and known limitationsUse solid product knowledge to proactively guide and educate customersHelp identify opportunities to improve onboarding and support flowsWhat We're Looking For1–3 years of experience in customer support or a similar role (preferably SaaS/tech)Strong written and verbal communication skillsA calm, empathetic, customer-first mindsetComfortable handling multiple conversations and prioritiesFamiliarity with tools like WhatsApp Business, Zoom, and ticketing systemsWillingness to learn the product deeply and continuously improveNice to HavePrior experience supporting B2B SaaS productsExposure to CRM or support tools (Freshdesk, Intercom, Zendesk, etc.)Experience working with customers across different regions or time zonesAbility to identify patterns and suggest process improvementsWhy Join Classcard?Be the voice of the customer in a growing SaaS companyBuild strong product knowledge and customer empathyWork closely with product, engineering, and foundersHigh ownership, clear impact, and fast learningFully remote role with flexible working hours

📌 Product Support Specialist (Gandhinagar)
🏢 Classcard
📍 Gandhinagar