Customer Success and Support Specialist (B2B-SaaS)

Working Schedule: Monday – Friday (Pacific Standard Time) Working Arrangement: Fully Remote Salary: $1,400 - $1,600 Employer Overview A SaaS company located in San Francisco, California. They help over 3,000 eCommerce brands turn anonymous traffic into known users through solutions such as quizzes, banners, and smart pop-ups. These tools build rich customer profiles that integrate directly with email and SMS platforms, enabling stronger and more effective retention marketing efforts. Job Responsibilities Provide timely, enterprise-level customer support via email, live chat, and Zoom/video calls Troubleshoot platform issues by asking clear, targeted questions and replicating reported issues when needed Guide users through solutions step-by-step, identifying whether issues are technical or related to product understanding Train customers in best practices, platform usage, and advanced features based on their eCommerce stack Escalate complex or unresolved issues to engineering teams while keeping customers informed of progress Document troubleshooting steps, resolutions, and internal support resources to help scale operations Manage multiple open support tickets, track resolutions in HubSpot, and follow up to ensure customer satisfaction Build and maintain positive, professional relationships with customers Job Requirements Minimum of 2 years of experience in technical support, IT help desk, or SaaS customer success Excellent written and verbal communication skills in English Working knowledge of HTML, CSS, and JavaScript (use of tools like ChatGPT for assistance is acceptable) Experience with eCommerce platforms; Shopify and WooCommerce experience is a strong advantage Familiarity with tools such as HubSpot, Asana, and Zoom Understanding of web technologies and browser developer tools (e.g., Inspect Element) Strong analytical and problem-solving skills Ability to multitask and prioritize in a fast-paced, remote work environment Nice To Have Qualifications Experience creating help documentation, knowledge base articles, or customer training materials Background in eCommerce, digital marketing tools, or SaaS platforms Experience supporting enterprise or high-volume customers Skills and Competencies Strong customer service mindset with a patient and supportive approach Ability to explain technical concepts in clear, simple terms Self-motivated and comfortable learning new tools and workflows independently Highly organized with strong attention to detail and follow-through Proactive thinker who identifies patterns and opportunities for process improvement