We're looking for an empathetic, proactive, and technically curious Customer Support Specialist to own customer support for our SaaS products.
You'll work directly with international customers through live chat, email, and video calls, helping them solve problems clearly and patiently. This role is ideal for someone who enjoys customer communication, can understand technical workflows, and wants to grow inside a fast-paced SaaS startup.
You'll be part of a small, close-knit team and will work directly with the founder.
What you'll do
- Handle customer support across live chat, email, and video calls in a clear, helpful, and timely manner.
- Own the customer support experience and ensure users feel heard, understood, and supported.
- Help customers troubleshoot product-related issues, including a limited set of technical SEO issues after training.
- Maintain and improve our knowledge base, FAQs, help articles, and internal support documentation.
- Identify patterns in customer queries and share useful insights with the product team.
- Act as a bridge between customers and the product/engineering teams.
- Test new feature releases from a customer's perspective and help report bugs, gaps, or usability issues.
- Handle technical support tasks after proper training.
- Follow up with customers, close the loop properly, and maintain a high standard of communication.
- Contribute wherever needed in a small startup team, especially when it helps improve customer experience.
What we're looking for
- 1–3 years of experience in customer support, technical support, SaaS support, or a similar customer-facing role.
- Excellent written and spoken English with clear, professional communication for international customers.
- Strong empathy, patience, punctuality, and ownership.
- Ability to understand technical product workflows and explain them simply to users.
- Some technical background or familiarity with SaaS tools, websites, Shopify, SEO, or web-based products is preferred.
- Comfortable joining video calls with customers when required.
- Strong attention to detail and ability to document issues clearly.
- Proactive mindset with the ability to find patterns, suggest improvements, and take responsibility without constant follow-up.
- Ability to work well in a small, collaborative team where communication, trust, and accountability matter.
- Willingness to learn quickly and work hard in a fast-paced tech startup environment.
What you'll get
- Hybrid work setup with flexibility.
- MacBook and all required tools provided.
- Home office setup support.
- Commute or coworking space costs covered when required.
- 5-day work week with a healthy work-life balance.
- Above-average paid time off and paid holidays.
- Performance-linked bonus based on measurable customer impact, satisfaction, reviews, and support quality.
- Sponsored learning subscription reimbursement up to ₹2,500/month for platforms like LinkedIn Learning or similar, subject to progress updates and course completion.
- Direct exposure to product, engineering, and founder-level decision-making.
- Opportunity to grow with a small, high-ownership SaaS team.
Work style
We move fast, care deeply about our users, and value people who take ownership. You'll have support and guidance, but you'll also be trusted to make decisions, communicate clearly, and continuously improve how we support our customers.
This is a good fit for someone who wants stability, learning, responsibility, and meaningful work in a growing SaaS company.
Compensation
CTC Range: ₹4–6 LPA fixed + performance-linked bonus, depending on experience, communication skills, technical ability, ownership, and overall fit.
Exceptional candidates with strong SaaS, technical support, Shopify, SEO, or international customer-support experience may be considered above this range.
Job Location
Jaipur, Rajasthan, India
Hybrid role with primarily work-from-home arrangements. Occasional office attendance may be required. Candidates based in Jaipur or willing to relocate to Jaipur will be preferred.
How to Apply
Apply using the Apply button above, or directly through this link: https://forms.gle/capKDW44DhjkyhKVA
Shortlisted candidates will be contacted for the next steps.
