This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Support Specialist based in India.
The Client Support Specialist will play a key role in delivering high-quality technical and functional support to a North American client base within a fast-paced SaaS environment. You will act as a primary point of contact for customer inquiries, ensuring timely resolution of issues while maintaining a strong focus on service quality and client satisfaction. This role requires a balance of technical troubleshooting, clear communication, and structured problem-solving across multiple channels including email, chat, and phone. You will collaborate closely with Customer Success, Product, and Engineering teams to escalate and resolve complex issues efficiently. In addition to reactive support, you will contribute to improving internal processes and enhancing the overall client experience through feedback and documentation. This is a great opportunity for someone who thrives in a customer-facing technical role and enjoys working in a global, cross-functional environment aligned with EST working hours.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Support Specialist based in India.
The Client Support Specialist will play a key role in delivering high-quality technical and functional support to a North American client base within a fast-paced SaaS environment. You will act as a primary point of contact for customer inquiries, ensuring timely resolution of issues while maintaining a strong focus on service quality and client satisfaction. This role requires a balance of technical troubleshooting, clear communication, and structured problem-solving across multiple channels including email, chat, and phone. You will collaborate closely with Customer Success, Product, and Engineering teams to escalate and resolve complex issues efficiently. In addition to reactive support, you will contribute to improving internal processes and enhancing the overall client experience through feedback and documentation. This is a great opportunity for someone who thrives in a customer-facing technical role and enjoys working in a global, cross-functional environment aligned with EST working hours.
Accountabilities:
- Provide responsive and high-quality technical support to clients across email, chat, and phone, ensuring timely resolution of inquiries and issues.
- Troubleshoot and resolve product-related technical problems, escalating complex cases to internal Product and Engineering teams when needed.
- Maintain accurate and detailed records of client interactions, issue resolution, and follow-ups in CRM systems such as Salesforce.
- Ensure all support tickets are managed in line with SLA requirements and customer service standards.
- Collaborate closely with Customer Success, Product, and Engineering teams to ensure smooth issue resolution and client satisfaction.
- Identify recurring customer issues and contribute to process improvements and documentation updates.
- Gather and communicate client feedback to support continuous product and service enhancements.
- 3+ years of experience in customer support, technical support, or client service roles, ideally within SaaS, technology, or ad-tech environments.
- Strong problem-solving and troubleshooting skills with the ability to handle complex technical issues independently.
- Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly.
- Experience using CRM tools such as Salesforce or similar platforms for case management and tracking.
- Ability to work aligned with Eastern Standard Time (EST) to support North American clients effectively.
- Strong organizational skills with a customer-first mindset and attention to detail.
- Preferred: Experience supporting North American clients and familiarity with SaaS or advertising technology products.
- Competitive compensation aligned with experience and market standards for customer support roles.
- Remote-first work setup within eligible regions in India.
- Opportunity to work with international clients in a fast-growing SaaS environment.
- Exposure to modern tools, systems, and cross-functional collaboration with Product and Engineering teams.
- Career growth opportunities within customer success, technical support, and broader client-facing roles.
- Structured work environment with clear processes, SLAs, and performance expectations.
- Opportunity to develop expertise in SaaS and ad-tech industry workflows.