SaaS Product Support Jedi

<p style="padding: 0px 0px 1em; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; color: #000000;">We’re on the hunt for a sharp, self-driven SaaS pro who’s as comfortable troubleshooting API and integrations as they are navigating human conversations.</p> <p style="padding: 0px 0px 1em; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; color: #000000;">Our European client base is growing fast and we need someone who can keep up. Our software isn’t your average plug-and-play; it has a steep learning curve so you’ll need to be technically savvy while also being the kind of person clients genuinely enjoy talking to. If you’ve got SaaS in your DNA, thrive in async/remote environments, and can juggle multiple threads without breaking a sweat — keep reading.</p> <div class="h2" style="padding: 20px 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; color: #000000; line-height: 40px; font-weight: 400; letter-spacing: -1px !important;">The role</div> <p style="padding: 0px 0px 1em; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; color: #000000;">You’ll join a lean, high-performing global support team working across two SaaS products, Award Force and Good Grants. Day to day you’ll be communicating with colleagues and clients across countries, cultures, and time zones.</p> <p style="padding: 0px 0px 1em; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; color: #000000;">Support happens across email tickets, phone, and 1-1 Zoom calls. Once you’ve leveled up on product knowledge, you’ll run onboarding sessions and client meetings covering issue resolution, best practices, and product adoption.</p> <p style="padding: 0px 0px 1em; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; color: #000000;">You’ll also be hands-on with bug testing and reporting, feeding considered feedback to our product teams— always pushing to make our products better.</p> <p style="padding: 0px 0px 1em; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; color: #000000;">We have a startup mindset. We experiment with new tools, iterate on processes, and move fast. Got a great idea? Pitch it. We’re not big on bureaucracy, only results. We don’t expect you to be a slave to your chair but flexibility is a must.</p> <div class="h2" style="padding: 20px 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; color: #000000; line-height: 40px; font-weight: 400; letter-spacing: -1px !important;">You’ll need to tick these boxes</div> <ul style=""> <li style=""><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent; font-weight: bold;">You’re based in the UTC +1 or +2 timezone range.</span> This is non-negotiable. Our European team and clients operate in this window and we don’t allow shift work. If you live outside this range, this one’s not for you</li> <li style=""><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">2+ years of professional experience, ideally in a SaaS support or client-facing role</span></li> <li style=""><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">Native-level English fluency (bilingual? Even better!)</span></li> <li style=""><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">Terms like HTML, CSS, JS, API, integrations, dev console, staging &amp; production environments, GitHub repos, and database queries don’t make you flinch. You don’t need to write code, but you need to get it</span></li> <li style=""><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">You’ve got exceptional interpersonal and communication skills—written and verbal</span></li> <li style=""><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">Client calls energise you. Four to five Zoom meetings a day? Bring it on</span></li> <li style=""><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">You’re a natural problem solver who loves helping others untangle theirs</span></li> <li style=""><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">Your writing is clean, well-structured, and detail-oriented</span></li> <li style=""><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">You’re curious by nature and love learning new things</span></li> <li style=""><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">You’re not allergic to upselling or fielding “sales-y” questions</span></li> <li style=""><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">You’re organised and process-driven. Multiple tools for different workflows? No problem — you thrive in that setup</span></li> <li style=""><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">You’re self-motivated and independent, but you also value being part of a tight-knit team</span></li> <li style=""><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">Remote work isn’t just something you dabble in—it’s where you do your best work. You’ve got fast, reliable internet and a distraction-free workspace ready to go</span></li> </ul> <p style="padding: 0px 0px 1em; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; color: #000000;"> </p> <div class="h2" style="padding: 0px 0px 1em; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; color: #000000;"><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent; letter-spacing: -1px;">Responsibilities</span></div> <p style="padding: 0px 0px 1em; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; color: #000000;"><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent; font-weight: bold;">Product support<br></span></p> <ul style=""> <li style=""> <p style="padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">Go deep on product knowledge through self-driven learning—become the expert</p> </li> <li style=""> <p style="padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">Be the first point of contact on all inbound support via email/tickets, phone, and eventually live chat</p> </li> <li style=""> <p style="padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">Run 1-1 Zoom sessions with clients for technical consultation and query resolution</p> </li> <li style=""> <p style="padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">Maintain our consistently impressive first-reply-time metric (yeah, we’re proud of it)</p> </li> <li style=""> <p style="padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">Provide technically accurate responses backed by hands-on testing of scenarios</p> </li> <li style=""> <p style="padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">Collaborate with engineering to squash bugs and keep clients in the loop with timely updates</p> </li> <li style=""> <p style="padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent;">Spot patterns in user issues and flag them for product improvement</p> </li> </ul> <p style="padding: 0px 0px 1em; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; color: #000000;"> </p> <p style="padding: 0px 0px 1em; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; color: #000000;"><span style="margin: 0px; padding: 0px; border-style: none; outline: 0px; text-size-adjust: 100%; vertical-align: baseline; background: transparent; font-weight: bold;">Be seriously good with clients</span></p> <ul style=""> <li style="">Speed matters. Respond quickly and decisively</li> <li style="">Listen deeply—get to the root of the issue and own it until it’s resolved</li> <li style="">Treat every client interaction with genuine respect and appreciation</li> <li style="">Build trusting, long-term relationships rooted in honesty and transparency</li> </ul> <img src="https://remotive.com/job/track/2091087/blank.gif?source=public_api" alt=""/>