Customer Success – Product Support Specialist

• Provide Tier 1 customer and product support through email and in-app chat
• Guide customers through dashboards, analytics, reports, data refreshes, exports, account settings, and other platform features
• Conduct virtual customer onboarding and product training through Zoom or Google Meet
• Gather, clarify, and document customer requirements, feedback, and product enhancement requests
• Communicate with U.S.-based business customers, including senior management and executive-level stakeholders
• Perform basic troubleshooting of application and platform-related issues
• Create, update, prioritize, and monitor customer support tickets
• Identify issues requiring advanced technical assistance and coordinate escalations with U.S. and Korea-based teams
• Collaborate with internal teams through Slack, Jira, or Linear
• Maintain ownership of customer cases through resolution and provide timely status updates
• Follow product support procedures and escalation guidelines while helping improve support processes

• At least 3 years of relevant experience in customer-facing product support, technical support, or customer success
• Direct experience supporting B2B Software-as-a-Service (SaaS) products
• Excellent spoken and written English communication skills
• Demonstrated experience supporting SaaS applications
• Strong listening, analytical, and problem-solving skills
• Ability to understand complex customer requests and accurately document requirements
• Ability to communicate technical information clearly to nontechnical users
• Ability to coordinate effectively with internal technical or product teams
• Comfortable conducting live customer-facing product walkthroughs, virtual onboarding sessions, and user training after receiving platform-specific training
• Good organizational skills and attention to detail
• Basic IT/helpdesk or application troubleshooting knowledge
• Willingness and ability to work U.S. Eastern Time business hours and follow the client's U.S. holiday calendar
• Experience supporting U.S. B2B SaaS customers strongly preferred
• Familiarity with Zendesk, Intercom, Jira, Linear, and Slack
• Experience supporting analytics, reporting, business intelligence, marketing technology, or other data-driven SaaS platforms

• Work From Home
• U.S. holidays based on the client's holiday calendar