(English C1) Customer Support Consultant, SaaS (remote)

We are seeking a Customer Support Consultant to join our team. As a Customer Support Consultant, you will deliver outstanding customer support via emails and calls, assist customers with product-related questions, technical troubleshooting, and solution-oriented support.

Responsibilities:

• Deliver outstanding customer support via emails and calls;
• Assist customers with product-related questions, technical troubleshooting, and solution-oriented support;
• Respond to customer email inquiries in accordance with established service level agreements;
• Manage open support cases, ensuring unresolved issues are actively tracked and updated;
• Escalate complex or high-priority issues to the appropriate team when needed;
• Proactively communicate status updates to customers and internal stakeholders, ensuring transparency and timely follow-through;

Requirements:

• Excellent English skills (C1 for both spoken and written);
• At least 6 months of experience in a customer support role;
• Previous experience in a customer support for a SaaS or cybersecurity company;
• Computer science knowledge;
• Experience performing effectively in a fast-paced, high-volume environment;
• Strong troubleshooting and problem-solving skills;
• A sense of urgency and the ability to manage tasks through to completion;
• The ability to communicate clearly, professionally and empathetically with customers;
• Strong stakeholder management skills, with the ability to work effectively across teams and customer groups;
• A customer-focused mindset with a commitment to delivering a positive support experience;
• Basic computer skills and ability to work with CRM systems and support tools;
• Commitment to delivering high-quality customer service and meeting performance targets;
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload);

Benefits:

• Flexible schedule;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.