SaaS Customer Support L1

Job Title : SaaS Customer Support L1 ( US phone support mandatory)

Company : RunLoyal

Location : India,Coimbatore (Remote / Hybrid)

Type : Full-time

About RunLoyal

RunLoyal is a leading SaaS platform revolutionizing the pet care industry, empowering pet businesses to streamline operations, increase revenue, and deliver world-class customer experiences. We are passionate about building innovative solutions and helping pet care providers thrive.

As part of our growing global team, we are expanding our customer operations in India to provide round-the-clock support for our U.S.-based customers.

Role Overview

We are looking for Customer Service Associates (International Voice Process) to join our India team. In this role, you’ll be the first point of contact for our U.S. customers—resolving queries over phone, email, and (in the future) live chat.

You’ll play a vital role in ensuring that customers feel heard, supported, and delighted, while also helping them use our SaaS platform effectively. This is a great opportunity for someone with strong communication skills, empathy, and a drive to deliver excellent customer experiences in a global SaaS environment.

What You’ll Do

Handle inbound and outbound customer calls with professionalism and empathy.

Respond to customer queries via email (and eventually live chat).

Troubleshoot basic product questions and provide clear solutions or next steps.

Document interactions, categorize tickets, and follow escalation workflows.

Meet and exceed defined SLAs (First Response Time, Resolution Time, CSAT).

Multitask between voice, email, and chat support while maintaining quality.

Follow playbooks, SOPs, and scripts while adapting communication style based on customer needs.

Provide proactive, friendly, and helpful communication that builds trust with customers.

Collaborate with U.S. and India teams for smooth issue resolution.

What You Bring

1–3 years of customer service experience (International Voice Process preferred).

Excellent spoken and written English communication skills (neutral accent required).

Strong listening skills and empathy to handle sensitive or frustrated customers.

Ability to multitask between calls, emails, and documentation.

Quick learner with strong product understanding and ability to adapt.

Comfortable working in a U.S. time zone shift (night shifts / EST overlap).

Proficiency with support tools (Freshdesk, Zendesk, or similar) is a plus.

Basic knowledge of SaaS or tech products preferred but not required.

What We Value

Customer Obsession – You genuinely care about solving customer problems.

Empathy & Patience – Every customer conversation matters.

Clear Communication – Ability to explain solutions simply and confidently.

Adaptability – Comfortable in a fast-paced startup environment.

Teamwork – Willing to support peers and share knowledge.

Why Join RunLoyal

Be part of a fast-growing SaaS company with a bold mission in pet tech.

Gain global exposure supporting U.S.-based customers.

Opportunity to learn SaaS products and grow into advanced support roles.

Collaborative, empathetic, and growth-oriented work culture.

Competitive compensation and career growth opportunities.