Senior Customer Support Specialist
Location: Pune, Bangalore
Function: Customer Support (HR, Benefits, Payroll, Billing & Account Operations)
Job Overview
We are building a high-performing Support team committed to helping customers realize the full potential of Multiplier. We are looking for a customer-focused
Senior Customer Support Specialist who will play a critical role in driving customer satisfaction and success globally.
With
4+ years of experience in SaaS, Payroll, or HRIS, you will own complex customer issues end-to-end, build strong customer relationships, drive product adoption, and collaborate closely with internal teams to continuously improve the customer experience.
What You'll Do
Customer Support & Issue Resolution
- Own the end-to-end resolution of customer issues while delivering an outstanding support experience.
- Engage with customers via email, chat, and video conferencing to troubleshoot and resolve issues efficiently.
- Act as a product expert, providing deep platform knowledge and guidance to help customers succeed.
- Manage escalations, de-escalate complex situations, and drive timely resolutions using platform and industry expertise.
Cross-Functional Collaboration
- Partner closely with Product and Engineering teams to share customer feedback and contribute to product and experience improvements.
- Act as a bridge between customers and internal stakeholders to ensure alignment and clarity.
Documentation & Knowledge Management
- Create clear, structured, and comprehensive process documentation to support internal teams and improve operational efficiency.
- Contribute to customer-facing knowledge bases, including best practices, troubleshooting guides, and product updates.
Subject Matter Expertise
- Become a go-to product and process expert for both customers and internal teams.
- Support peers with complex cases, product questions, and operational best practices.
What You'll Bring
- 4+ years of experience in Customer Support or Customer Experience, preferably in SaaS, Payroll, or HRIS environments.
- Strong problem-solving and analytical skills with a customer-first mindset.
- Hands-on experience with customer support tools such as Zendesk, Salesforce, or similar platforms.
- Excellent written and verbal communication skills in English.
- Strong organizational skills with experience in process improvement and documentation.
- Self-driven, adaptable, and comfortable working in a fast-changing environment.
- Flexibility to work APAC, EMEA, or AMER shifts based on business needs.
