This role is perfect for someone who thrives on helping users, enjoys solving complex problems, and has a solid grasp of how SaaS platforms work. You'll be the front line of support for business clients - answering queries, troubleshooting issues, and working cross-functionally to ensure customers get the best possible experience.
If you understand the value of excellent support and enjoy untangling technical challenges, this is your prospect to make a real impact.
Key Responsibilities
Improve the quality and value of support provided to customers.
Improve turnaround times for software bugs and customer issues.
Strengthen and maintain the Support Desk knowledge base.
Provide an additional QA capability for customer-facing fixes.
Help improve support processes across the business.
Experience with QA/testing, particularly testing customer-facing software fixes.
Experience creating, maintaining, or updating a knowledge base or technical documentation.
Ability to work closely with Development to perform QA on customer-facing bug fixes.
Ability to identify opportunities to improve support processes and move the function from reactive to proactive support.
What Were Looking For
8+years' experience in a SaaS support, customer service or technical support role, ideally for a B2B SaaS product
Hands-on experience using Zendesk (or similar platforms) to manage support queues.
Strong problem-solving skills, with a basic understanding of web apps, APIs, and data formats like JSON or SQL.
A team player with a growth mindset and a passion for helping customers succeed.
Nice to Have
Exposure to project, portfolio, or strategy execution platforms, or experience in a PMO workplace.
Familiarity with tools like Postman, browser dev tools, or logging platforms (e.g., Datadog, Sentry).
Experience supporting enterprise clients or assisting with onboarding and integrations.
Basic scripting or SQL knowledge.
Interest in workflow automation and building internal tooling to improve how a support team operates.