Customer Support Specialist

• Monitor and resolve customer issues, including escalations, technical problems, and incidents
• Conduct in-depth customer investigations and understand their concerns
• Collaborate with Product, Engineering, Delivery, and Customer Success teams
• Develop and maintain self-service content, knowledge base articles, automated workflows, and AI-powered support tools
• Gather, analyze, and communicate customer feedback across the organization
• Contribute to customer satisfaction and NPS/CSAT improvement
• Identify opportunities to improve customer support processes, workflows, and tools
• Maintain accurate case documentation and provide clear, timely customer updates and follow-up
• Support customers using a B2B SaaS platform with complex organizational and reporting needs
• Participate in onboarding and training sessions during European or US business hours
• Report to the Customer Support Lead

• 2–3 years of experience in a Customer Support Specialist, Technical Support, Helpdesk, or similar role within a technology company
• Demonstrated experience supporting customers using a SaaS product
• Strong written and verbal communication skills in English
• Ability to investigate issues thoroughly and identify underlying causes
• Strong organizational skills and ability to manage multiple customer cases simultaneously
• Ability to explain technical or product-related topics clearly to technical and non-technical audiences
• Experience working cross-functionally with Product, Engineering, Delivery, or Customer Success teams
• Based in Singapore
• Willingness to work flexibly during onboarding and transition to APAC support hours when required
• Availability to work 09:00–17:00 Singapore Time
• Empathetic and people-oriented approach
• Ability to build customer relationships and collaborate across teams
• Ability to prioritize quality, accuracy, and thoughtful investigation
• Openness to constructive feedback and continuous improvement
• Self-motivated and able to work with a high degree of autonomy
• Comfort working in a growing, international SaaS company
• Adaptability across time zones and cultures

• Fully remote work arrangement
• Hybrid work model/company offices offering flexibility to balance personal and professional life
• Inclusive and diverse company culture
• B Corporation and entreprise à mission environment
• Opportunities to contribute to climate and sustainability impact
• Global meetings, training sessions, and collaboration across time zones