SaaS Product Support Jedi

ABOUT THE ROLE We're seeking a highly skilled and self-driven SaaS Product Support Specialist to join our global support team. This individual will be responsible for providing top-notch support to our European client base, navigating complex technical issues, and building strong relationships with clients. The ideal candidate will thrive in an asynchronous and remote environment, have a steep learning curve, and be comfortable with troubleshooting API and integrations. WHAT YOU'LL DO As a SaaS Product Support Specialist, you will be the primary point of contact for clients across multiple channels, including email, phone, and Zoom calls. You will be responsible for providing timely and accurate responses to client queries, collaborating with engineering teams to resolve bugs, and identifying patterns in user issues to inform product improvements. You will also be involved in onboarding sessions, client meetings, and bug testing and reporting. In addition to technical support, you will be expected to build strong relationships with clients, providing exceptional interpersonal and communication skills, and being responsive to client needs. You will also be involved in upselling and fielding sales-related questions, as well as maintaining our high standards of customer satisfaction. WHAT YOU'LL NEED To be successful in this role, you will need to have: - 2+ years of professional experience in a SaaS support or client-facing role - Native-level English fluency (bilingualism is a plus) - Strong technical knowledge, including HTML, CSS, JS, API, integrations, and database queries - Exceptional interpersonal and communication skills, both written and verbal - Ability to work independently and as part of a tight-knit team - Self-motivation and a willingness to learn and adapt to new situations - Experience with remote work and a preference for working in an asynchronous environment WHY REMOTE We are a lean and high-performing global support team, working across two SaaS products, Award Force and Good Grants. We operate in a startup mindset, experimenting with new tools and processes, and moving quickly to deliver results. We value flexibility and autonomy, and we expect our team members to be self-motivated and independent. BENEFITS - Competitive salary - Comprehensive health plan - Parental leave - Education stipend - Life insurance - Equipment stipend - Flexible schedule - Opportunity to work with a dynamic and growing company - Collaborative and supportive team environment