Customer Success and Support Specialist (B2B-SaaS)

Working Schedule: Monday – Friday (Pacific Standard Time)

Working Arrangement: Fully Remote

Salary: $1,400 - $1,600

Employer Overview

A SaaS company located in San Francisco, California. They help over 3,000 eCommerce brands turn anonymous traffic into known users through solutions such as quizzes, banners, and smart pop-ups. These tools build rich customer profiles that integrate directly with email and SMS platforms, enabling stronger and more effective retention marketing efforts.

Job Responsibilities

• Provide timely, enterprise-level customer support via email, live chat, and Zoom/video calls

• Troubleshoot platform issues by asking clear, targeted questions and replicating reported issues when needed

• Guide users through solutions step-by-step, identifying whether issues are technical or related to product understanding

• Train customers in best practices, platform usage, and advanced features based on their eCommerce stack

• Escalate complex or unresolved issues to engineering teams while keeping customers informed of progress

• Document troubleshooting steps, resolutions, and internal support resources to help scale operations

• Manage multiple open support tickets, track resolutions in HubSpot, and follow up to ensure customer satisfaction

• Build and maintain positive, professional relationships with customers

Job Requirements

• Minimum of 2 years of experience in technical support, IT help desk, or SaaS customer success

• Excellent written and verbal communication skills in English

• Working knowledge of HTML, CSS, and JavaScript (use of tools like ChatGPT for assistance is acceptable)

• Experience with eCommerce platforms; Shopify and WooCommerce experience is a strong advantage

• Familiarity with tools such as HubSpot, Asana, and Zoom

• Understanding of web technologies and browser developer tools (e.g., Inspect Element)

• Strong analytical and problem-solving skills

• Ability to multitask and prioritize in a fast-paced, remote work environment

Nice To Have Qualifications

• Experience creating help documentation, knowledge base articles, or customer training materials

• Background in eCommerce, digital marketing tools, or SaaS platforms

• Experience supporting enterprise or high-volume customers

Skills and Competencies

• Strong customer service mindset with a patient and supportive approach

• Ability to explain technical concepts in clear, simple terms

• Self-motivated and comfortable learning new tools and workflows independently

• Highly organized with strong attention to detail and follow-through

• Proactive thinker who identifies patterns and opportunities for process improvement