SaaS Product Customer Support - Team Lead

Job Description

Job Summary: We are looking for a Customer Support Specialist for a Startup Company to assist users of their SaaS product by providing timely and effective support. You will troubleshoot technical issues, guide customers through product features, and ensure a seamless user experience. Job Title: SaaS Product Customer Support - L2 ( Senior Specialist / Lead ) Responsibilities: Respond to customer inquiries via email, chat, and phone. Troubleshoot and resolve technical and account-related issues. Assist users in navigating product features and best practices. Escalate complex issues to the appropriate teams. Document customer interactions and feedback for product improvement. Initially this process will start with 1 resource and L2/Lead will be helping client to create SOP and handle the initial minimal ticket volumes via inbound calls and Tickets. After 2 months, L2 will start forming a team under them to train help desk support specialist and expand the process. Requirements: Experience in customer support, preferably for a SaaS product. STRONG & EXCELLENT communication and problem-solving skills . Ability to explain technical concepts to non-technical users. Familiarity with support tools like Zendesk, Intercom, Freshworks, Jira or similar and Understanding of Security & Compliance is a must Qualification Must have worked in similar SaaS support environment providing product support. Should have excellent communication skills (Both eMail writing & speaking) as they will be speaking to USA customers. 3 - 5 years of work experience in similar SaaS support process. Willing to work as per US Shifts Timings (6.30 PM to 3.30 AM IST) Work from Office ( Mon-Fri) Office Locations (Perungudi, Guindy, Nungambakkam)