SaaS Support Specialist: Award Force & Good Grants

About the Role

We are seeking a sharp, self-driven SaaS professional to join our lean, high-performing global support team. You will be the first point of contact for clients using our SaaS products, Award Force and Good Grants, providing crucial support across various channels. This role is ideal for someone comfortable troubleshooting APIs and integrations, as well as navigating human conversations with empathy and expertise. You'll work across different countries, cultures, and time zones, contributing to a fast-paced, iterative startup environment.

What You'll Do (Responsibilities)

Product Support

• Develop deep product knowledge through self-driven learning and become an expert.
• Serve as the primary contact for all inbound support inquiries via email/tickets, phone, and eventually live chat.
• Conduct 1-1 Zoom sessions with clients for technical consultation and issue resolution.
• Maintain our impressive first-reply-time metric.
• Provide technically accurate responses supported by hands-on testing of client scenarios.
• Collaborate with the engineering team to resolve bugs and keep clients informed of updates.
• Identify patterns in user issues to provide valuable feedback for product improvement.

Client Engagement

• Respond to clients quickly and decisively.
• Listen deeply to understand and own client issues until resolution.
• Treat every client interaction with genuine respect and appreciation.
• Build trusting, long-term relationships based on honesty and transparency.

Who You Are (Requirements)

• Location: Must be based in the UTC +1 or +2 timezone range (non-negotiable).
• Experience: 2+ years of professional experience, ideally in SaaS support or a client-facing role.
• Language: Native-level English fluency (bilingual is a plus).
• Technical Aptitude: Familiarity with terms like HTML, CSS, JS, API, integrations, dev console, staging & production environments, GitHub repos, and database queries. You don't need to code, but you need to understand these concepts.
• Communication: Exceptional interpersonal and communication skills (written and verbal).
• Client Interaction: Energized by client calls; comfortable with four to five Zoom meetings daily.
• Problem-Solving: A natural problem solver who enjoys helping others.
• Writing Skills: Clean, well-structured, and detail-oriented writing.
• Curiosity: Naturally curious and eager to learn new things.
• Sales Acumen: Comfortable with upselling and fielding sales-related questions.
• Organization: Organized, process-driven, and comfortable with multiple workflow tools.
• Teamwork & Independence: Self-motivated and independent, yet values being part of a tight-knit team.
• Remote Work Setup: Proven ability to work effectively remotely, with fast, reliable internet and a distraction-free workspace.