Customer Support Specialist (Enterprise SaaS)

Customer Support Specialist (Enterprise SaaS)

Location: Remote (LATAM or South Africa) Employment Type: Full-time IC Working Hours: 11:00 AM – 7:00 PM ET, Monday–Friday

About the Company

We are a rapidly growing enterprise SaaS company changing how employees arrive at work. Our platform brings parking, EV charging, and workplace transportation together into one intelligent system, helping large organizations make better use of their infrastructure while giving employees a simpler daily experience. We run complex enterprise programs across the globe and are trusted by some of the world's most innovative companies, including Google, OpenAI, Netflix, Riot Games, Uber, and Novartis. As our customer base scales across regions, we are expanding our global Customer Success and Support team to deliver seamless coverage across time zones.

About the Role

This role exists because support sits closer to our customers than any other team. As our enterprise footprint grows, we need that frontline to do two things at once: resolve issues quickly, and turn what it learns back into a better product and stronger self-serve documentation. You will be the first point of contact for both end users and the administrators running multi-site programs. Reporting to the Customer Support Lead, you will work alongside a global team to own the EMEA queue while overlapping with North American hours. This is an investigative role as much as a communications one. You will reproduce and diagnose issues, resolve what you can, escalate what you can't with complete context, and make sure the wider business hears what customers are struggling with. Your work directly reduces the volume that reaches Engineering and helps shape what we build next.

Key Responsibilities

Frontline Support & Resolution

• Own first-response and resolution times against published targets across email and live chat.
• Adapt your explanation to whoever is in front of you, from an employee opening the app for the first time to an administrator running a multi-site program.
• Maintain CSAT at or above 95% across the EMEA queue.
• Grow first-contact resolution as your product knowledge deepens, reducing escalation volume over time.

Investigation, Triage & Escalation

• Reproduce reported issues and distinguish genuine product bugs from configuration, data, or process problems before escalating.
• Escalate with complete context (what was reported, what you tested, what you ruled out) so Engineering can act without a follow-up question.
• Recognize urgent, high-impact, or widespread issues early and route them accordingly.

Voice of the Customer

• Identify recurring questions, friction points, and product limitations from daily conversations, and bring them to Support, Customer Success, and Product with evidence of frequency and impact.
• Give Product the context it needs to weigh customer pain against roadmap priorities.
• Partner with Customer Success on high-touch or at-risk accounts when support signals point to a larger issue.

Knowledge Base & Documentation

• Build and maintain customer-facing help articles and internal documentation so common questions are resolved before they become tickets.
• Keep existing documentation accurate as the platform evolves.

Required Qualifications

• Prior experience in a customer-facing support role, ideally supporting a SaaS product.
• Excellent written English, with the ability to stay clear, patient, and professional under volume.
• Strong problem-solving instincts and genuine curiosity about why something isn't working.
• Sound judgment on when to resolve directly versus escalate, and the ownership to see an issue through either way.
• The organization to run multiple conversations at once without dropping any of them.
• Comfort learning SaaS products quickly and explaining workflows to non-technical users.
• Availability to work 11:00 AM – 7:00 PM ET, Monday–Friday.

Preferred Qualifications

• Experience with Intercom, Zendesk, or a similar support platform.
• Experience writing knowledge base articles, help documentation, or SOPs.
• Experience configuring AI-powered support agents (workflows, knowledge sources, automated responses).
• Additional languages, particularly Spanish or French.

Ideal Candidate Profile

You are:

• Highly organized and calm under a steady volume of conversations.
• Naturally curious. You dig into the "why," not just the symptom.
• A clear, patient writer who can meet a frustrated user or a technical admin where they are.
• Comfortable with ambiguity, investigation, and owning a problem end to end.
• Motivated by improving the product and the customer experience, not just closing tickets.

Why Join Us

• Exceptional customers: Support users and administrators at some of the world's most innovative organizations.
• Real impact: Support sits closest to our users. What you surface shapes what we build and fix.
• Product exposure: Develop deep working knowledge of an enterprise SaaS platform alongside the teams building it.
• Career growth: Build experience across Customer Support, Customer Success, Product, and SaaS operations within a growing company.
• Remote flexibility: Work remotely as part of a global team.
• A values-driven team: Talented teammates who care deeply about our customers and each other.

How to Apply

Apply with your resume. Shortlisted candidates will be asked to complete a short written exercise, responding to a real support scenario, before an interview.