SaaS Customer Support Specialist (Live Chat & Email)

About the Role We're looking for a reliable, detail-oriented Customer Support Specialist to join our SaaS team. You'll be the first point of contact for our customers, handling live chat and email tickets, troubleshooting issues, and making sure every interaction leaves people feeling helped and heard. This is a great fit if you love solving problems, communicate clearly in writing, and enjoy the fast pace of supporting a growing software product. What You'll Do Respond to customer inquiries via live chat and email in a timely, friendly, and professional manner Troubleshoot product issues and walk customers through solutions step by step Escalate bugs or complex technical issues to the product/engineering team with clear documentation Maintain accurate records in our help desk/ticketing system Identify recurring issues and suggest improvements to our help docs or FAQ Meet response time and resolution time targets (SLAs) What We're Looking For Proven experience in customer support, ideally for a SaaS or tech product Excellent written English — clear, friendly, and typo-free Comfortable learning new software tools quickly Strong problem-solving skills and patience with non-technical users Experience with help desk software (e.g., Zendesk, Intercom, Freshdesk, or similar) is a plus Reliable internet connection and a quiet place to work