Customer Support Specialist

2 weeks ago

Boston, MA, United States Saviance Full time
Job Title: Customer Support Specialist - SaaS Compliance Platform
Location: Remote -India- European Shift

Employment Type: Full Time

About the Company

Our client is a fast-growing SaaS company helping European organizations manage and maintain compliance with key regulations such as SOC 2, GDPR, and ISO 27001. Their platform simplifies complex compliance processes for customers across industries through automation and clear reporting tools.

Role Overview

We are seeking a Customer Support Specialist (Level 1/2) to handle customer inquiries related to the company's SaaS platform and integrations-primarily hosted on AWS. The ideal candidate will have strong written and verbal communication skills in English (and preferably German) to provide exceptional support to European customers via email, chat, and other text-based channels.

Key Responsibilities
  • Serve as the first line of support for customer inquiries related to platform use, integrations, and configuration.
  • Provide clear and accurate email or chat responses to Level 1 and Level 2 technical and product questions.
  • Occasionally provide call support- English speaking skills need to be great
  • Collaborate with internal technical teams to troubleshoot and escalate more complex AWS or integration issues.
  • Assist users in understanding the SaaS offerings, compliance features, and product workflows.
  • Maintain detailed records of customer interactions and ensure timely follow-up on open issues.
  • Identify recurring issues or customer feedback trends to suggest improvements to product and documentation.
Qualifications & Skills
  • 1-3 years of experience in SaaS product support, customer success, or technical support (L1/L2).
  • Excellent written communication skills in English (required)
  • Strong verbal communication skills in English (required)
  • Proficiency in German (spoken and/or written) is a plus
  • Understanding of AWS integrations or cloud-based SaaS environments.
  • Basic familiarity with compliance standards such as GDPR, SOC 2, or ISO 27001 preferred.
  • Empathetic, detail-oriented, and able to explain technical concepts in simple terms.
  • Experience using support tools (Zendesk, Freshdesk, Intercom, or similar).

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