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 & Communication
Respond to customer queries via email, chat, phone, and WhatsApp Business
Actively listen to users, understand context, and provide clear, empathetic responses
Handle day-to-day support issues related to:
Scheduling
Payments
Attendance
Account setup
General product usage
Ensure timely follow-ups and resolution within defined SLAs

Issue Resolution & Troubleshooting
Troubleshoot product-related issues and guide customers step by step
Identify when issues need escalation and coordinate with internal teams




Clearly document issues, reproduction steps, and impact when escalating
Follow up with customers until issues are fully resolved

Documentation & Feedback Loop
Log customer interactions, issues, and feedback accurately
Identify recurring questions, pain points, and gaps in product understanding
Share structured feedback with Product, Engineering, and CS teams
Contribute to internal FAQs, help docs, and response templates

Collaboration & Product Understanding
Stay updated on product features, changes, and known limitations
Use strong product knowledge to proactively guide and educate customers
Help identify opportunities to improve onboarding and support flows

What We're Looking For
1–3 years of experience in customer support or a similar role (preferably SaaS/tech)
Strong written and verbal communication skills
A calm, empathetic, customer-first mindset
Comfortable handling multiple conversations and priorities
Familiarity with tools like WhatsApp Business, Zoom, and ticketing systems
Willingness to learn the product deeply and continuously improve

Nice to Have
Prior experience supporting B2B SaaS products
Exposure to CRM or support tools (Freshdesk, Intercom, Zendesk, etc.)
Experience working with customers across different regions or time zones
Ability to identify patterns and suggest process improvements

Why Join Classcard?
Be the voice of the customer in a growing SaaS company
Build strong product knowledge and customer empathy
Work closely with product, engineering, and founders
High ownership, explicit impact, and fast learning
Fully remote role with flexible working hours

📌 Product Support Specialist (Thane)
🏢 Classcard
📍 Thane