Customer Support Specialist (SaaS Software)

We’re looking for a proactive and empathetic Customer Support Specialist to join our team in Rajkot . This is an on-site role supporting users of our SaaS platform , ensuring they have a smooth, positive experience across every touchpoint. You’ll handle inquiries, resolve technical issues, log bugs, and guide users to get the most out of our product. Your work will directly impact customer satisfaction, retention, and product improvement.What You’ll DoCustomer Support & CommunicationRespond promptly to customer inquiries via email, chat, phone, or in-app messagingAssist users through onboarding, troubleshooting, and using key featuresMaintain a friendly, clear, and solution-focused tone in every interactionIssue Tracking & ResolutionLog technical issues and support tickets accurately using JIRA (or similar tools)Escalate bugs or critical issues to the development teamFollow up to ensure resolutions are successful and satisfactoryDocumentation & Knowledge BaseCreate and update FAQs, help articles, and user guidesIdentify recurring questions or pain points and suggest improvementsCustomer Insights & FeedbackGather and organize customer feedback to support product and UX improvementsMonitor social media channels for comments, questions, and concernsShare recurring issues and feature requests with product and dev teamsProvide regular reports on customer sentiment and support trendsPerformance MonitoringTrack KPIs like response time, resolution rate, CSAT, and ticket backlogEnsure alignment with internal SLAs and service standardsWhat You’ll BringRequiredExcellent written and verbal communicationStrong troubleshooting and problem-solving skillsQuick learner, able to adapt to new tools and workflows (especially AI-driven ones)Comfortable multitasking across different tasks and platformsFamiliar with CRM / helpdesk tools (e.g., JIRA, Zendesk, Intercom)Patience, empathy, and professionalism in dealing with users of all technical levelsUnderstanding of how customers interact via social platforms (Instagram, LinkedIn, etc.)PreferredExperience in SaaS, tech, or startup environmentsKnowledge of AI tools, automation workflows, or digital marketing platformsAbility to contribute to customer-facing documentationBasic technical knowledge (APIs, browser issues, integrations)Why Join Us?Be a key part of a fast-growing SaaS companyWork from a collaborative office environment in RajkotOpportunity to shape support processes as we scaleWork cross-functionally with product, dev, and marketing teamsGrow in a fast-paced, startup culture where your contributions matterLocation : Rajkot (Work from Office)Schedule : Full-Time (Flexible hours within standard business time)