- Own the support queue during your shift — respond to US customer queries via email, chat, or ticketing system with speed and clarity.
- Troubleshoot product issues end-to-end, going beyond surface-level answers to truly understand what the customer is experiencing.
- Follow up proactively on open tickets and close the loop with customers — no ticket goes cold on your watch
- Identify, reproduce, and clearly report bugs reported by customers by working closely with Engineering, Product, and other internal stakeholders.
Skills required:
- Excellent written and spoken English — you can explain complex things simply and empathetically.
- Experience in working with customer support, customer success, or technical support role — ideally at a SaaS product company.
- Robust troubleshooting instincts — you ask the right questions before jumping to conclusions.
- Highly collaborative — you loop people in early, communicate transparently, and document everything.
- Nice to have- understanding of sales/ GTM cycles and SaaS product.