We are looking to hire a Customer Support Analyst for a US-based SaaS company (our client). As part of the role, you will be responsible for providing functional support to users of the SaaS application. As a Customer Support Analyst, you will be responsible for managing the end-to-end customer experience for all inbound support inquiries and back-office procedures. This includes handling inbound tickets and chats, writing FAQs, and guiding customers along the user journey. You will also analyze user feedback to guide the product roadmap. Additionally, you will help operationalize our process by writing new automation to reduce response times and improve overall customer satisfaction (CSAT).
##Responsibilities
-Assist in building the methodology and playbook for customer support.
-Manage the ticketing system and respond to all inbound inquiries within a pre-defined service level agreement (SLA) during business hours.
-Guide users through their journey from initial application submission to activation.
-Maintain a 75% customer satisfaction (CSAT) rating in our feedback center.
-Collaborate with the customer success team to handle all inbound issues, questions, and troubleshooting measures.
-Identify process improvements through automation.
-Manage a chat instance to provide customers with live support.
-Address all open issues, including applications that require more information to improve our approval system.
##Requirements
-2+ years experience in US-based SaaS customer success/support or customer service
-Relationship-driven and a trustworthy, trusted advisor to customers
-A history of working cross-functionally with support, product, and other departments
-Experience in managing relationships across the user journey
-Detail-oriented with an ability to see the bigger picture as well as read between the lines
-Ability to handle high volumes of needs while maintaining strong response times and prompt customer service
-Ability to work independently in a remote setting
-Availability to work from 8.30 AM to 4.30 PM Eastern Time
To apply, please send your CV here: /saas-customer-support-analyst
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Company: Social Wave
Name: Sid Jashnani
Email: