Customer Support Specialist SaaS

Job Overview We are seeking a dedicated and enthusiastic SaaS Customer Specialist to join our team. In this role, you will be the first point of contact for our clients, providing exceptional customer service and support. You will handle inquiries, resolve issues, Tech Support if necessary and ensure a positive experience for all customers. The ideal candidate will possess strong communication skills and the ability to analyze customer needs effectively. Responsibilities ? Ensure exceptional customer service by delivering a professional, positive experience across every interaction. ? Handle inbound and outbound communications through chat, email, and phone using Intercom?s support platform, ensuring a seamless response process. ? Provide accurate and timely updates on customer accounts and orders while swiftly resolving inquiries to enhance satisfaction. ? Conduct research to resolve complex customer issues, collaborating with internal teams and external partners like DHL or UPS to guarantee seamless solutions. ? Serve as a voice for customer feedback, helping to drive product and service improvements based on user insights. ? Generate and assess user performance reports to drive improvements in customer engagement and satisfaction. ? Participate in a 24/7 support rotation, demonstrating flexibility and commitment to ensuring customer needs are met promptly. ? Assist with a variety of administrative tasks across departments during off-peak times, contributing to the overall success of the team. Qualifications: ? 3+ years of experience in customer support, ideally in a startup or fast-paced environment. ? Experience providing support for SaaS & ecommerce software's a must. ? Understanding Basic logistics operations ? Superior written and verbal communication skills in English; fluency in Spanish is an added plus. ? Hands-on experience with customer service platforms such as intercom or zendesk , with a solid understanding of leveraging them for customer success. ? Strong problem-solving abilities, capable of thriving in fast-paced, evolving work settings. ? Ability to work autonomously, demonstrating resourcefulness, initiative, and minimal need for supervision. ? Proficient in Microsoft Office Suite, especially advanced Excel functions, with strong analytical skills. ? Experience in technical troubleshooting, particularly for web browser-related issues. ? Excellent organizational skills, able to juggle complex issues requiring in-depth research and critical thinking. ? Proven track record of cultivating strong relationships with both customers and team members. ? Deep commitment to delivering outstanding client service, backed by success in customer-facing roles. Job Type: Full-time Pay: $50,000.00 - $65,000.00 per year Benefits: ? 401(k) ? 401(k) matching ? Dental insurance ? Flexible schedule ? Health insurance ? Paid time off ? Vision insurance ? Work from home Shift: ? 10 hour shift ? 8 hour shift Location: ? Deerfield Beach, FL (Required) Work Location: Remote