This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Support Specialist based in India.
You will join a dynamic, client-facing support function supporting North American users across a fast-paced SaaS environment.
The role focuses on resolving technical issues, ensuring smooth platform usage, and delivering high-quality customer experiences.
You will act as a key bridge between clients and internal technical teams, helping translate user needs into actionable solutions.
Working in EST hours, you will support real-time issue resolution and maintain strong responsiveness across communication channels.
The position offers exposure to complex ad-tech systems, data-driven tools, and enterprise-level client workflows.
You will also contribute to improving support processes and enhancing overall customer satisfaction through feedback and collaboration.
Accountabilities:
- Provide timely, accurate, and professional support to clients via email, chat, and phone, ensuring a high-quality service experience.
- Troubleshoot and resolve technical issues related to SaaS platform functionality, escalating complex cases to internal teams when needed.
- Manage support tickets effectively, ensuring resolution within defined SLAs and maintaining clear CRM documentation.
- Collaborate closely with Customer Success, Product, and Engineering teams to ensure seamless issue resolution and client satisfaction.
- Identify recurring client issues and contribute to process improvements, documentation updates, and workflow optimization.
- Gather client feedback and communicate insights to internal stakeholders to support continuous product enhancement.
Requirements:
- 3+ years of experience in customer support, ideally within SaaS, technology, or ad-tech environments.
- Strong technical troubleshooting and problem-solving abilities with a structured, analytical approach.
- Excellent English communication skills, both written and verbal, with the ability to simplify complex technical topics.
- Experience using CRM platforms (e.g., Salesforce or similar tools) for ticketing and customer management.
- Ability to work aligned with Eastern Standard Time (EST) hours to support North American clients.
- Strong organizational skills with a customer-first mindset and ability to manage multiple priorities.
- Preferred: experience supporting North American clients and familiarity with B2B SaaS or ad-tech ecosystems.
Benefits:
- Remote work flexibility within eligible regions of India
- Exposure to international clients and a North American market environment
- Opportunity to work in a data-driven SaaS and advertising intelligence ecosystem
- Career growth in a fast-scaling, technology-focused support organization
- Collaborative, cross-functional work culture with product and engineering teams
- Competitive compensation aligned with experience and market standards
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