Customer Support Specialist

About the role

We are looking for a high‑energy, empathetic Customer Support Specialist to be the primary point of contact for our B2B SaaS platform. You will help US‑based clients navigate complex data systems, ensuring they gain maximum value from the software while representing the brand with professionalism.

Key responsibilities

• Manage and resolve high‑volume support requests via phone and email.
• Lead live support calls with US clients to troubleshoot technical issues in real time.
• Guide less‑technical users through complex workflows with patience and clarity.
• Maintain accurate records of all customer interactions within the CRM.
• Identify recurring software issues and collaborate with the product team to drive long‑term solutions.
• Draft clear internal documentation and external help guides.

Required profile

• 3+ years of B2B SaaS customer support experience, including phone support.
• Fluent English with excellent written and verbal communication.
• Proven ability to support US‑based clients and work US Central Time (CST) hours.
• High emotional intelligence and skill in de‑escalating difficult interactions.
• Reliable high‑speed home internet and a quiet remote workspace.

Required skills

• Proficiency with modern CRM tools such as HubSpot or Zoho.
• Strong technical troubleshooting instincts.

What we offer

• Competitive salary based on experience.
• Fully remote role with flexible work environment.
• Opportunity to work with a growing logistics company in a high‑demand industry.
• Long‑term career growth with operational and customer success exposure.
• Hands‑on role with real impact on day‑to‑day business operations.